Appendix a Independent Hackney Carriage Services Report 2019

Tunbridge Wells – Hackney Carriage Unmet Demand Survey

Final Report

August 2019

EXECUTIVE SUMMARY

Key points

This survey has been conducted by LVSA on behalf of Tunbridge Wells Borough Council.

The survey is intended to fulfil the requirements of Section 16 of the 1985 Transport Act and to address the questions raised in the Department for Transport (DfT) 2010 Best Practice Guidance.

The objectives of the study may be broadly defined as: • Consultation with major stakeholders • Consultation with the trade • Public consultation • An unmet need survey

In addition to the work undertaken to identify any unmet demand, a short journey mystery shopper survey, a wheelchair mystery shopper survey and an assistance dog mystery shopper survey were undertaken.

There were twelve taxi rank locations surveyed in Tunbridge Wells. The locations of the ranks surveyed were as follows:

Calverley Road Camden Road Church Road Linden Park Road Mount Pleasant Road (War Memorial) Mount Ephraim Road/Lime Hill Rd Mount Pleasant Avenue (Feeder rank) The Pantiles (Lower Walk) Tunbridge Wells Railway Station, Vale Road – Front of Railway Station Tunbridge Wells Railway Station, Mount Pleasant Road – Back of Railway Station Paddock Wood Railway Station – Commercial Road High Street (Informal rank)

The three railway station ranks are located on railway property. However, contrary to common practice with railway station ranks, on railway property, Hackney Carriages do not require an additional permit to operate from the ranks at the railway stations in Tunbridge Wells.

The taxi ranks were surveyed, using video cameras fixed to nearby lamp posts and sign posts, from Thursday morning (13th June 2019) to the following Sunday morning (16th June 2019), in order to capture the busiest periods of the week, along with quiet periods. This ensured that if there is any unmet demand that these are the days when this was most likely to be evident, as passenger waiting delays.

There was no activity observed at Calverley Road, Camden Road, Mount Ephraim Road/ Lime Hill Road and The Pantiles.

Approximately 88% of hires were concentrated on the two ranks at Tunbridge Wells Railway Station and 3% of hires at Paddock Wood Station.

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As a result of the concentration of the trade at Tunbridge Wells Railway Station, the Station ranks were very well attended by Hackney Carriages from early morning to the early hours of the following morning. Other ranks were rarely attended, except at night and passengers do not wait at other ranks, during the day, as there is no expectation of finding a Hackney Carriage at these ranks, for most of the time. There were a few occasions during the rank surveys when passengers were observed waiting for Hackney Carriages to arrive at the rank at the Railway Station on Mount Pleasant Road, Railway Station on Vale Road and at Paddock Wood Station. These were generally occasions when a train had arrived in the station and the crowd of passengers hiring Hackney Carriages exceeded the number of Hackney Carriages available and waiting on the rank.

Public consultation was undertaken through questionnaire surveys conducted on street and online.

Stakeholder consultation was undertaken with minority group representatives, local businesses, visitor attractions, licenced premises, the police, elected members and Council officers.

The public and stakeholder consultation feedback indicated that:  The public and stakeholders were largely content with the availability of Hackney Carriages in Tunbridge Wells town, at the Railway Station.  There is some desire for a taxi rank to be present, with available Hackney Carriages, in the town centre, closer to the main shopping area.  Rural licensed vehicle availability (including private hire) was felt to be poor.  Some concerns were raised regarding availability of licensed vehicles for mobility impaired passengers. Feedback indicated a lack of availability of wheelchair accessible vehicles at times.  A consistent issue raised was concern over driver attitude and presentation.

Unmet need assessment Data from the taxi rank surveys was used, together with any indication from the public consultation surveys, of frustration with non-availability of Hackney Carriages, to calculate an Index of Significant Unmet Demand (ISUD). The ISUD index value calculated from the survey results was less than 1. This is an indicator that the level of unmet demand is low. This index is considered, in conjunction with other evidence and feedback from consultation. Taking all the information collected into consideration, there is no significant unmet demand.

Trade Consultation Trade representatives and drivers were consulted to seek their views on the Hackney Carriage trade in Tunbridge Wells. The principal issues which were raised by the trade were:  A desire for new ranks to serve day time demand from shoppers and night time demand from pubs and clubs.  There is little multi-shift operation of vehicles. Therefore, vehicles which operate primarily during daytime weekdays, generally do not operate at nights or on the weekends. Similarly, those which serve the night time economy, generally are not in operation during the day.  The storage capacity of the main Railway Station rank in Tunbridge Wells is sometimes insufficient to accommodate all of the hackney carriages which want to wait for fares.

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Mystery Shopper Surveys A series of test purchases were undertaken to hire Hackney Carriages off ranks for short distance trips within Tunbridge Wells. Most of the trips undertaken were satisfactory, with one exception. One driver over charged for the trip undertaken, by starting the meter with the wrong tariff showing.

Assistance dog mystery shopper surveys were undertaken by a guide dog user, accompanied by a guide dog. The drivers of all of the licensed vehicles hired were very helpful and took care to assist the guide dog user and the dog, into and out of the vehicle. One appeared to charge more than expected for the trip.

A wheelchair user mystery shopper survey was also undertaken. It proved very difficult to hire wheelchair accessible vehicles either at the ranks or by telephone booking. Whilst there are wheelchair accessible Hackney Carriages in the fleet, there were none at the ranks at the times when the wheelchair user test purchasers visited the ranks. On occasions when non-wheelchair accessible vehicles were hired, drivers were generally helpful and assisted the travellers with the wheelchair. There was one exception when the driver did not provide any assistance. All other wheelchair hires were reasonably successful, with no overcharging and no reluctance to carry the wheelchair. However, no wheelchair accessible vehicles were able to be hired throughout the two days of survey, either at the ranks or through telephone booking.

The test purchasers also attempted to hire private hire vehicles without pre-booking. All vehicles approached refused the offer of a hire and stated that the passenger would need to telephone the office to make a booking.

Full details of all of the mystery shopper surveys have been provided to the Senior Licensing Officer.

Conclusions

The primary purpose of this study is to determine whether there is evidence of significant unmet demand. The conclusion is that there is no significant unmet demand.

Users and stakeholders are generally content with the level of availability of Hackney Carriages. Some issues were raised regarding the attitude and appearance of some Hackney Carriage drivers. It was felt that some drivers expressed dissatisfaction with passengers hiring them for relatively short journeys or passengers who may require additional assistance. There is some desire for an additional rank in the town centre to better service demand from shoppers. There was some indication that wheelchair users may face limitations in supply of wheelchair accessible vehicles at times.

Recommendations There is no significant unmet demand. Therefore, there is no compelling need to increase the number of Hackney Carriage Licences, on the basis of public benefit.

Publication of additional information regarding how to contact providers of wheelchair accessible licensed vehicles may help to improve availability of these vehicles amongst occasional users and visitors.

On this basis, the authority has discretion in its hackney licensing policy and may either:  Maintain the current limit  Issue any number of additional plates as it sees fit,  Remove the numerical limit

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CONTENTS

1 STUDY OBJECTIVES 1

2 BACKGROUND 2

3 BACKGROUND TO TAXI LICENSING IN TUNBRIDGE WELLS 5

4 TAXI RANK SURVEYS 11

5 PUBLIC CONSULTATION 19

6 STAKEHOLDER CONSULTATION 30

7 DETERMINATION OF UNMET DEMAND 45

8 MYSTERY SHOPPER SURVEYS 49

9 THE EQUALITY ACT 2010 52

RESPONSES TO DFT BEST PRACTICE GUIDANCE 2010 54

10 CONCLUSIONS AND RECOMMENDATIONS 57

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1 STUDY OBJECTIVES

1.1 General

This study has been conducted by LVSA on behalf of Tunbridge Wells Borough Council.

The study is intended to fulfil the requirements of Section 16 of the 1985 Transport Act and to address the questions raised in the Department for Transport (DfT) 2010 Best Practice Guidance.

The objectives of the study include: The objectives of the study may be broadly defined as:  Consultation with major stakeholders  Consultation with the trade  Consultation with the public  Taxi rank surveys

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2 BACKGROUND

2.1 Definitions

This report refers to Taxis, Hackney Carriages and Private Hire Vehicles. Both Hackney Carriages and Private Hire Vehicles are licenced to operate within the Tunbridge Wells Council area.

Hackney Carriages may be hired in three ways. These are on street hailing, hire at a taxi rank and by telephone or taxi office booking.

Private Hire Vehicles may only be hired through advance booking. This is generally done by telephone or at a Private Hire Vehicle operator’s office.

It is common for members of the public to have limited knowledge of the difference between Hackney Carriages and Private Hire Vehicles. Indeed, both types of licenced vehicles are frequently referred to collectively as Taxis. In this report, the term Taxi is used as a generic term to encompass both Hackney Carriages and Private Hire Vehicles, though where appropriate, the specific type of licenced vehicle is identified.

Tunbridge Wells Council is the licensing authority for Hackney Carriage and Private Hire operators, drivers and vehicles within their area. They are able to specify the standards they require (over and above the legal minima) for operators, drivers and vehicles, they can regulate Hackney Carriage fares and specify the number of Hackney licenses they issue.

2.2 DfT guidance on Unmet Demand surveys

In 2006 the Department for Transport (DfT) issued Good Practice Guidance to licensing authorities on the Hackney Carriage and Private Hire Vehicle (PHV) industry. This guidance was updated in 2010. It includes advice on the measurement of unmet demand.

Significant Unmet Demand (SUD) has two components:  Observed or ‘patent’ demand – that which is directly observable  Latent or ‘suppressed’ demand – that which is released by additional supply. Where a limit has been imposed, the DfT recommend that surveys be repeated every three years to confirm that unmet demand had not arisen.

2.3 Observed unmet demand

Patent unmet demand is determined from direct observation of passenger waiting times at representative taxi ranks and at representative times of day. Where the supply of taxis at a particular time and location is inadequate, intending passengers will have to wait until a taxi arrives. Where this waiting time becomes excessive there is unmet demand and where this occurs at a number of locations and for lengthy periods it constitutes Significant Unmet Demand.

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2.4 Latent unmet demand

Where potential passengers are deterred from using taxis through the assumption or knowledge that waiting times will be high, these passengers may decide not to travel or use an alternative means of transport. These passengers will not feature in the taxi rank surveys. Therefore to get an estimate of this latent demand an alternative form of survey is required. This generally consists of face to face interviews with pedestrians to enquire about their experience in hiring and using taxis. Such a survey can also provide other information on taxi use.

2.5 Other Surveys

The DfT guidance also recommends that stakeholders such as taxi providers and representatives of groups which rely heavily on taxis are contacted for their opinions on the number of taxis and the possible impact of licence quantity controls.

2.6 Breakdown of the Hackney Carriage trade

Markets and hire methods typically targeted by Hackneys, in the UK, include:

 Public, private and unofficial ranks;  Flag down/on-street;  Telephone / radio bookings;  Contract work for statutory authorities such as for education authorities or social services;  Commercial contract work;  One off/occasional private hire for individuals or organisations;  Evening leisure;  Daytime shopping/social/business;  Tourism;  Various combinations of the above that ‘fit together’ in time.

Practices vary by location. For example, in some locations, a large proportion of work is serviced by radio bookings, whereas in other areas, work is based on rank based hire.

In some areas almost all of the trade may focus on one particular aspect of the market at the same time (i.e. school contracts) causing there to be unmet demands in other parts of the market at that time.

The market for taxis – both Private Hire Vehicles and Hackneys is therefore influenced by many factors – both on the demand and the supply side. Demand, for example, is influenced by:  The overall population;  The extent of car ownership;  Availability of other transport including public, community and private transport;  Levels of mobility impairment and disability;  Seasonality.

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The extent and hours of the night time economy will affect demand. The market will also be influenced by the supply of Hackney and PHVs, in terms of the quality, affordability and quantity of provision – both perceived and actual.

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3 BACKGROUND TO TAXI LICENSING IN TUNBRIDGE WELLS

3.1 The Tunbridge Wells Borough Council area

The mid 2019 population estimate for Tunbridge Wells is 118,187. The Borough is home to 6.5% of the Kent and Medway population (2015 Mid Year Estimate). Tunbridge Wells town centre has an active night-time economy.

3.2 Council policy context

The Local Transport Plan for Tunbridge Wells (Kent Local Transport Plan 4: Delivering Growth without Gridlock 2016–2031) makes no mention of the potential role that licensed vehicles may play in local transport. However, the Tunbridge Wells Borough Development Plan - TRANSPORT STRATEGY 2015 – 2026 does mention the role that licensed vehicles play within the public transport provision in Tunbridge Wells Borough. It is recognised within the document that licensed vehicles can reduce the need for car ownership and can help improve access to services in rural areas.

3.3 Licenced vehicle statistics

Historic licenced vehicle numbers are presented in Table 1. This enables a comparison between Hackney Carriage and Private Hire Vehicle numbers to be made.

Year Hackney Private Total Driver Carriages Hire licenced numbers Vehicles vehicles 1997 80 83 163 304 1999 82 123 205 321 2001 100 108 208 287 2004 96 105 201 287 2005 96 105 201 287 2007 100 140 240 215 2009 100 122 222 314 2010 100 140 240 2011 105 186 291 330 2012 99 116 215 2013 107 134 241 256 2015 1071 123 231 304 2016 107 136 243 2017 107 161 273 268 2018 107 166 273 312 Table 1 - Historic Licence information All drivers in Tunbridge Wells Borough are dual licenced for both Hackney Carriage and Private Hire Vehicles. The ratio of drivers to vehicles, in 2018, was

1 The DfT data for 2015 reports 108 Hackney Carriages, however, this has been corrected to 107 Hackney Carriages in 2015 in Table 1.

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1.14. This statistic corroborates trade feedback, that there is some multi-shift operation of licenced vehicles, but many are driven by a single driver.

The proportion of Hackney Carriages and Private Hire Vehicles, per 1,000 population (mid 2017 values), for all authorities in the South East of England, is presented in Table 2 and Figure 1. Authorities are grouped by those which limit the number of Hackney Carriages and those which do not. These groups are each ordered in terms of increasing proportions of total licenced vehicles per 1,000 population. Tunbridge Wells has the 8th highest (of 14) proportion of Hackney Carriages per 1,000 population, compared with other authority areas which apply a limit.

The proportion of Hackney Carriages per 1,000 population in Tunbridge Wells is 42nd highest out of 67 authorities in the South East Region. Therefore, the proportion of Hackney Carriages per 1,000 population is lower than most authorities in the region and lower then most authorities in the region, which limit the number of Hackney Carriages.

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Table 2 - Proportions of licenced vehicles per 1,000 population

Hackney Private Hire Total licenced Mid 2017 Carriages per Vehicles per vehicles per population Hackney Private Hire Total licenced 1,000 1,000 1,000 Licensing Area estimate Carriages Vehicles vehicles population population population Maidstone [Limited] 167,730 48 201 249 0.3 1.2 1.5 Dover [Limited] 115,803 69 139 208 0.6 1.2 1.8 West Berkshire [Limited] 158,473 180 154 334 1.1 1.0 2.1 Test Valley [Limited] 123,957 39 225 264 0.3 1.8 2.1 Tunbridge Wells [Limited] 118,061 107 166 273 0.9 1.4 2.3 Mid Sussex [Limited] 148,345 154 230 384 1.0 1.6 2.6 Milton Keynes [Limited] 267521 206 673 879 0.8 2.5 3.3 Brighton and Hove [Limited] 288155 570 480 1050 2.0 1.7 3.6 Southampton [Limited] 252,359 283 695 978 1.1 2.8 3.9 Thanet [Limited] 141,337 108 446 554 0.8 3.2 3.9 Oxford [Limited] 154,582 107 533 640 0.7 3.4 4.1 Slough [Limited] 148,768 107 614 721 0.7 4.1 4.8 Reading [Limited] 163,075 216 657 873 1.3 4.0 5.4 Portsmouth [Limited] 214,718 234 1,031 1,265 1.1 4.8 5.9 Crawley [Limited] 111,664 123 657 780 1.1 5.9 7.0 Havant [Limited] 125,065 40 857 897 0.3 6.9 7.2 Aylesbury Vale [Limited] 196,020 56 1,366 1,422 0.3 7.0 7.3 Wokingham [No Limit] 164,980 88 127 215 0.5 0.8 1.3 Horsham [No Limit] 140,142 51 153 204 0.4 1.1 1.5 Arun [No Limit] 158,657 206 25 231 1.3 0.2 1.5 Spelthorne [No Limit] 99,120 79 81 160 0.8 0.8 1.6 Ashford [No Limit] 127,527 108 99 207 0.8 0.8 1.6 Rother [No Limit] 94997 110 50 160 1.2 0.5 1.7 Gravesham [No Limit] 106,121 155 31 186 1.5 0.3 1.8 Isle of Wight [No Limit] 140984 206 52 258 1.5 0.4 1.8 Tandridge [No Limit] 87,297 120 42 162 1.4 0.5 1.9 Swale [No Limit] 146,694 214 69 283 1.5 0.5 1.9 Gosport [No Limit] 85,509 69 101 170 0.8 1.2 2.0 Runnymede [No Limit] 86,882 119 70 189 1.4 0.8 2.2 Fareham [No Limit] 116,219 186 68 254 1.6 0.6 2.2 Basingstoke and Deane [No Limit] 175,337 69 316 385 0.4 1.8 2.2 Surrey Heath [No Limit] 88,765 106 90 196 1.2 1.0 2.2 Mole Valley [No Limit] 87,128 114 85 199 1.3 1.0 2.3 Waverley [No Limit] 125,010 218 81 299 1.7 0.6 2.4 West Oxfordshire [No Limit] 109,266 143 120 263 1.3 1.1 2.4 Adur [No Limit] 63,721 64 91 155 1.0 1.4 2.4 Bracknell Forest [No Limit] 120,377 86 207 293 0.7 1.7 2.4 Sevenoaks [No Limit] 119,429 189 102 291 1.6 0.9 2.4 Rushmoor [No Limit] 95,817 124 113 237 1.3 1.2 2.5 Worthing [No Limit] 109,632 74 204 278 0.7 1.9 2.5 Folkestone and Hythe [No Limit] 111,427 215 72 287 1.9 0.6 2.6 New Forest [No Limit] 179,590 140 329 469 0.8 1.8 2.6 Chichester [No Limit] 120,192 33 285 318 0.3 2.4 2.6 South Bucks [No Limit] 69,785 88 97 185 1.3 1.4 2.7 Hart [No Limit] 95,465 185 72 257 1.9 0.8 2.7 Medway [No Limit] 277,616 501 251 752 1.8 0.9 2.7 Cherwell [No Limit] 147,602 146 262 408 1.0 1.8 2.8 East Hampshire [No Limit] 119,392 102 234 336 0.9 2.0 2.8 Winchester [No Limit] 123,879 141 208 349 1.1 1.7 2.8 Wealden [No Limit] 158941 160 294 454 1.0 1.8 2.9 Lewes [No Limit] 102257 172 124 296 1.7 1.2 2.9 Chiltern [No Limit] 95355 143 135 278 1.5 1.4 2.9 Wycombe [No Limit] 174,758 86 437 523 0.5 2.5 3.0 Dartford [No Limit] 107,516 216 111 327 2.0 1.0 3.0 Canterbury [No Limit] 164,100 267 242 509 1.6 1.5 3.1 Vale of White Horse [No Limit] 131,227 317 95 412 2.4 0.7 3.1 Guildford [No Limit] 147,777 143 330 473 1.0 2.2 3.2 Elmbridge [No Limit] 136,379 187 290 477 1.4 2.1 3.5 Eastleigh [No Limit] 130,498 102 431 533 0.8 3.3 4.1 Hastings [No Limit] 92813 55 338 393 0.6 3.6 4.2 Tonbridge and Malling [No Limit] 128,891 209 422 631 1.6 3.3 4.9 Eastbourne [No Limit] 103251 118 428 546 1.1 4.1 5.3 South Oxfordshire [No Limit] 139,767 689 175 864 4.9 1.3 6.2 Epsom and Ewell [No Limit] 79,451 59 466 525 0.7 5.9 6.6 Woking [No Limit] 101,129 155 541 696 1.5 5.3 6.9 Reigate and Banstead [No Limit] 146,383 117 907 1,024 0.8 6.2 7.0 Windsor and Maidenhead [No Limit] 150,140 178 1,022 1,200 1.2 6.8 8.0

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Comparison of Licensed Vehicles per 1,000 population 9.0

8.0

7.0

6.0

5.0

4.0

3.0

2.0

1.0

0.0 Hart [No Limit] Hart[No Arun Limit]Arun [No Limit]Adur [No Dover[Limited] Slough [Limited] Slough Swale Limit] Swale [No Oxford Oxford [Limited] Thanet [Limited] Thanet Havant Havant [Limited] Lewes[No Limit] Rother [No Limit] [No Rother Crawley [Limited] Crawley Reading [Limited]Reading Woking [No [No Woking Limit] Ashford [No Limit] Ashford[No Chiltern Limit] Chiltern [No Gosport [No Limit] Gosport[No Hastings [No Limit] [No Hastings Dartford [No Limit]Dartford Medway [No [No Medway Limit] Fareham [No [No Fareham Limit] [No Limit]Cherwell Wealden Limit] Wealden [No Limit] Eastleigh [No Horsham [No Limit] [No Horsham Waverley [No [No Waverley Limit] Worthing[No Limit] [No Guildford Limit] Maidstone[Limited] Test Test Valley [Limited] Tandridge [No [No Tandridge Limit] Wycombe [No Limit] Wycombe[No Limit] Elmbridge[No Mid SussexMid[Limited] Rushmoor [No [No Rushmoor Limit] Sevenoaks [No Limit] Sevenoaks[No Chichester Limit] Chichester [No Portsmouth [Limited] Portsmouth Spelthorne Limit] Spelthorne [No Canterbury [No Limit] Canterbury Gravesham [No Gravesham[No Limit] New Forest Limit]Forest New [No Limit] Eastbourne [No Winchester [No Limit]Winchester Mole Valley [No Limit] Mole[No Valley Wokingham [No Limit]Wokingham Limit] Runnymede [No South Bucks [No [No South Bucks Limit] Isle of Wight [No Wight[No Isleof Limit] Southampton Southampton [Limited] Surrey Heath [No Surrey Limit] Heath Milton Keynes MiltonKeynes [Limited] Aylesbury Vale [Limited]Vale Aylesbury West Berkshire [Limited] Berkshire West Tunbridge [Limited] Tunbridge Wells East Hampshire [No [No Hampshire East Limit] Bracknell Forest [No [No Bracknell Limit] Forest Epsom and EwellLimit] Epsom [No and West Oxfordshire Limit] West Oxfordshire [No Brighton and Hove [Limited]andHove Brighton South Oxfordshire Limit] South Oxfordshire [No Vale of White Horse [NoWhite Limit]Vale Horse of Reigate Limit] Reigate and [No Banstead Folkestone and Hythe [No Limit] [No andFolkestoneHythe Tonbridge and Malling Limit] Tonbridge [No and Malling Basingstoke and Deane [No and[No DeaneBasingstoke Limit] Windsor and Maidenhead Limit]andMaidenhead Windsor [No

Hackney Carriages per 1,000 population Private Hire Vehicles per 1,000 population

Figure 1 - Licenced Vehicles per 1,000 population

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3.4 Rail Passenger growth

The three most active ranks in Tunbridge Wells serve Tunbridge Wells Railway Station and Paddock Wood Railway Station. The volume of hires which Hackney Carriage drivers, waiting on the station ranks, can expect, clearly relates to the volume of passengers passing through the station. Total annual passenger entries and exits Railway station Paddock Tunbridge Year High Brooms Ashurst Wood Wells 2006 - 7 1,138,011 3,450,304 816,855 14,732 2007 - 8 1,195,185 3,809,211 849,211 17,360 2008 - 9 1,170,908 3,795,156 846,934 20,172 2009 - 10 1,081,480 3,414,482 946,426 16,694 2010 - 11 1,104,070 3,511,142 1,046,764 22,326 2011 - 12 1,131,024 3,531,566 1,106,730 24,432 2012 - 13 1,129,994 3,481,480 1,084,290 24,976 2013 - 14 1,103,546 3,487,166 1,054,590 24,630 2014 - 15 1,147,648 3,732,980 1,153,226 23,524 2015 - 16 1,152,514 3,810,546 1,209,496 26,508 2016 - 17 1,174,732 3,820,560 1,226,784 22,628 2017 - 18 1,181,218 3,679,224 1,224,846 25,700 Table 3 - Historic Rail Passenger Volumes

Annual rail passenger entries and exits 4,500,000 4,000,000 3,500,000 3,000,000 Paddock Wood 2,500,000 Tunbridge Wells 2,000,000 High Brooms 1,500,000 Ashurst 1,000,000 500,000 0 2010 - 2011 - 2012 - 2013 - 2014 - 2015 - 2016 - 2017 - 11 12 13 14 15 16 17 18

Figure 2 – Profile of annual rail passengers Passenger volumes at Tunbridge Wells Station reached a high point in the years 2016 – 17 Passenger volumes at Paddock Wood Station are similar to that at High Brooms.

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3.5 Fares comparison

Private Hire and Taxi Monthly magazine publish monthly league tables of the fares in Licensing Authorities in the UK. The Tariff 1 fares for a two mile journey (distance costs only) are compared and ranked. The higher the ranking, the more expensive the journey, compared with other authorities. The August 2019 table (the latest available at the time of preparation of this report) indicated that the fares in Tunbridge Wells were ranked 12 out of 363 authorities listed, with a fare of £7.20.

In terms of national fares, the highest comparable fare was £10.60 and the lowest £4.20. The mid ranked (position 181) fare was £5.90.

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4 TAXI RANK SURVEYS

4.1 Current taxi ranks

There were 12 taxi ranks surveyed in Tunbridge Wells. The locations are at the following locations:

4.2 Rank survey results

Full details of tabulated arrival frequencies and waiting times for Hackney Carriages and passengers are presented in Appendix A. Summary results are presented below.

The taxi ranks were surveyed, using video cameras fixed to nearby lamp posts, from Thursday morning (13th June 2019) to the following Sunday morning (16th July 2019), in order to capture the busiest periods of the week, along with quiet periods. This ensured that if there is any unmet demand that these are the days when this was most likely to be evident, as passenger waiting delays.

Passenger waiting times were recorded when passengers arrived at a taxi rank and there were no taxis waiting at the rank, i.e. passengers had to wait for a taxi to arrive at the rank. On these occasions, waiting times were measured from the time when a passenger arrived at the taxi rank until the passenger boarded a Hackney Carriage.

It is worth noting that when ranks were active, the prevalent condition at the active taxi ranks in Tunbridge Wells was that taxis queue at the ranks, waiting for passengers. Therefore, for the majority of the times surveyed, passengers arrived at the taxi ranks and a Hackney Carriage was waiting and ready for immediate boarding. On these occasions, the recorded passenger wait time was zero.

There was no activity observed at Calverley Road, Camden Road, Mount Ephraim Road/ Lime Hill Road and The Pantiles.

The rank on Mount Pleasant Avenue was used as a feeder rank for the Railway Station Rank on Mount Pleasant Road. As such, no passenger pickups were observed at that rank, and the results from that rank were added to the Mount

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Pleasant Road rank data, for the purpose of calculating Hackney Carriage wait times at the rank.

Data from ranks active with passenger hires, is presented in the following figures:

Figure 3 - Passengers per hour at each rank

Figure 4 - Hackney Carriages per hour (with passengers)

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Figure 5 - Empty Hackney Carriage Departures from each rank

Figure 6 - Average time each vehicle spends waiting at the rank each hour

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Total volume of hires across all ranks 100

0 Friday 01:00Friday 03:00Friday 05:00Friday 07:00Friday 09:00Friday 11:00Friday 13:00Friday 15:00Friday 17:00Friday 19:00Friday 21:00Friday 23:00Friday Sunday Sunday 01:00 Sunday 03:00 Sunday 05:00 Saturday 01:00Saturday 03:00Saturday 05:00Saturday 07:00Saturday 09:00Saturday 11:00Saturday 13:00Saturday 15:00Saturday 17:00Saturday 19:00Saturday 21:00Saturday 23:00Saturday Thursday 07:00 Thursday 09:00 Thursday 11:00 Thursday 13:00 Thursday 15:00 Thursday 17:00 Thursday 19:00 Thursday 21:00 Thursday 23:00 Thursday Figure 7 – Total volume of hires aggregated across all ranks per hour

Table 4 – Summary totals Thursday to Friday

Total Hackney Total Hackney Total Hackney Average vehicle Carriages Carriages Carriages Total passengers Average wait time at the departing the departing the departing the departing the passengers per ranks per Rank location ranks empty ranks with ranks ranks Hackney Carriage Hackney Carriage Total for all locations 80 755 835 1060 1.4 16 Church Road Pitcher and Piano 4 18 22 30 1.7 26 War Memorial Mount Pleasant Road 0 18 18 24 1.3 23 Paddock Wood Station 9 30 39 36 1.2 18 Railway Station Vale Road 33 197 230 292 1.5 12 Railway Station Mount Pleasant Road 30 491 521 677 1.4 18 High Street 1 0 1 0 0.0 0 Linden Park Road Sainsbury's 3 1 4 1 1.0 4

Table 5 – Summary totals – Friday to Saturday

Total Hackney Average vehicle Total Hackney Carriages Total Hackney wait time at the Carriages departing the Carriages Total passengers Average ranks per departing the ranks with departing the departing the passengers per Hackney Carriage Rank location ranks empty passengers ranks ranks Hackney Carriage (minutes) Total for all locations 108 800 908 1247 1.6 15 Church Road Pitcher and Piano 21 41 62 69 1.7 12 War Memorial Mount Pleasant Road 5 33 38 74 2.2 23 Paddock Wood Station 6 34 40 50 1.5 16 Railway Station Vale Road 29 142 171 199 1.4 11 Railway Station Mount Pleasant Road 44 543 587 842 1.6 15 High Street 1 5 6 10 2.0 0 Linden Park Road Sainsbury's 2 2 4 3 1.5 1

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Table 6 - Summary totals –Saturday to Sunday

Total Hackney Total Hackney Total Hackney Average vehicle Carriages Carriages Carriages Total passengers Average wait time at the departing the departing the departing the departing the passengers per ranks per Rank location ranks empty ranks with ranks ranks Hackney Carriage Hackney Carriage Total for all locations 105 767 872 1285 1.7 13 Church Road Pitcher and Piano 7 46 53 76 1.7 13 War Memorial Mount Pleasant Road 15 30 45 57 1.9 16 Paddock Wood Station 5 17 22 22 1.3 11 Railway Station Vale Road 36 95 131 130 1.4 7 Railway Station Mount Pleasant Road 39 568 607 978 1.7 15 High Street 1 11 12 22 2.0 3 Linden Park Road Sainsbury's 2 0 2 0 0.0 5

Table 7 – Summary totals for all three days surveyed, Thursday to Sunday

Total hackney Total hackney carriages Total hackney carriages departing the carriages Total passengers Average departing the ranks with departing the departing the passengers per Rank location ranks empty passengers ranks ranks hackney carriage Total for all locations 293 2322 2615 3592 1.5 Church Road Pitcher and Piano 32 105 137 175 1.7 War Memorial Mount Pleasant Road 20 81 101 155 1.9 Paddock Wood Station 20 81 101 108 1.3 Railway Station Vale Road 98 434 532 621 1.4 Railway Station Mount Pleasant Road 113 1602 1715 2497 1.6 High Street 3 16 19 32 2.0 Linden Park Road Sainsbury's 7 3 10 4 1.3

4.3 Commentary on results

The two ranks at Tunbridge Wells station account for approximately 88% of all hires observed across all of the ranks in Tunbridge Wells over the three days surveyed.

The volume of hires was similar on the Thursday, Friday and Saturday. This is an unusual situation and serves to illustrate the dominance of demand associated with the Tunbridge Wells Railway Station, as opposed to the influence of the night time economy within Tunbridge Wells itself. There was some extension of demand later on Friday and Saturday nights, which reflects some additional demand associated with the night-time economy. Much of this extended demand on Friday and Saturday nights was catered for by the ranks at Church Road and the War Memorial.

From the aggregate summary table, 11% of Hackney Carriages departed the ranks empty. Often, the principal reason that Hackney Carriages leave ranks empty, is in order to respond to a pre-booked hire. However, given the timing of some of the empty departures, many of these may be drivers moving to another rank, rather than responding to a booking. The Hackney Carriages moving from the feeder rank on Mount Pleasant Avenue were not included in the empty departures data.

4.4 Fleet deployment profile

Sample observations were undertaken, during each hour that each rank was active, to estimate the average time between a Hackney Carriage leaving the rank, following a hire and returning to the rear of the rank. This information, coupled

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with the hourly volume of hires, enables an estimate of how many Hackney Carriages were active, but not waiting at the rank. A representative estimate of the number of Hackney Carriages active but not at the rank, was calculated for each hour, for each active rank.

To illustrate this process, the following example is used. Say the average time taken to return to a rank, following a hire, is 18 minutes. At the rank, there are 5 hires per hour. Therefore, on average, a hire occurs every 12 minutes (5 per hour). In this example, at the start of the hour, the first hire occurs. After 12 minutes, the second hire occurs, at this point, the first vehicle hired has not yet returned to the rank. So, once the second hired vehicle has left the rank, two vehicles are travelling and not at the rank. After 18 minutes, the first vehicle returns to the rank, leaving one vehicle travelling and not at the rank. After 24 minutes total elapsed time, the next hire occurs and so, once again, two vehicles are travelling and not at the rank. This process continues and the number of vehicles travelling, having been hired, varies between one and two. An average number of vehicles active, away from the rank can thus be calculated as:

(number of hires per period) x (average return time, in minutes) (length of period in minutes)

= 5 x 18 60

=1.5 Hackney Carriages (average)

This calculated number of Hackney Carriages active and away from the rank, can be added to the average number of Hackney Carriages waiting at the rank, to derive the number of Hackney Carriages working from each rank, in each hour.

The calculated number of Hackney Carriages working from each rank, was aggregated across all ranks, for each hour observed.

The number of Hackney Carriages working in each hour is presented in Figure 8 The proportion of the fleet working in each hour is presented in Figure 9.

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Estimated number of Hackney Carriages working off all ranks in each hour 60

Thursday to Friday 30 Friday to Saturday Saturday to Sunday 20

07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 00:00 01:00 02:00 03:00 04:00 05:00 06:00 Figure 8 - Estimated number of Hackney Carriages working each hour

Estimated percentage of Hackney Carriages working off all ranks in each hour 60.0%

50.0%

40.0%

Thursday to Friday 30.0% Friday to Saturday Saturday to Sunday 20.0%

10.0%

0.0%

07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 00:00 01:00 02:00 03:00 04:00 05:00 06:00 Figure 9 - Estimated proportion of the Hackney Carriage fleet working each hour The greatest proportion of the fleet was operating on Friday evening. The proportion of the fleet operating during the morning and afternoon on Thursday and Friday was consistent with the responses provided by trade feedback. It was rare that more than 50% of the fleet were operating from the ranks at any given time. This is consistent with a fleet which largely consists of vehicles with a single driver and a mixture of working hours. Some drivers work days and some work nights, hence the fleet is spread between day and night hours.

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The proportions suggest that the fleet is operating with a low level of multi-shifting and operating well within capacity. This is corroborated by the low driver to vehicle ratio in Tunbridge Wells. There would be scope for the existing fleet to cater for increased demand, through additional drivers working additional shifts, should levels of demand increase.

4.5 Passenger queuing

Incidences of passenger waiting were relatively rare at the ranks, during the period observed. All passenger waiting events occurred at the three railway stations. These occasions generally followed the arrival of a train and an influx of passengers to the rank. On a few of these occasions, there were not sufficient Hackney Carriages waiting to cater for all of the newly arrived passengers and the remaining passengers had to wait for several minutes until additional Hackney Carriages arrived at the rank.

A total of 51 passengers (1.4% of all passengers) had to wait for a Hackney Carriage to arrive at a rank. The average time a waiting passenger had to wait for a Hackney Carriage to arrive was 4 minutes 21 seconds.

The incidence of queuing at ranks around Tunbridge Wells is taken into account when calculating the Index of Significant Unmet Demand (ISUD).

4.6 Wheelchair users observed

The number of wheelchair users obtaining Hackney Carriages at ranks, was recorded. This provides a useful insight into how much reliance wheel chair users place on obtaining Hackney Carriages without pre-booking the service.

Only two wheelchair user hires were observed during the rank surveys. The observed hires were both on Friday afternoon at The Railway Station, Mount Pleasant Road rank. The wheelchairs observed were in the course of normal rank observation survey and not some of the wheelchair journeys undertaken as part of the mystery shopper campaign

4.7 Vehicle choice at ranks

Some feedback from the trade, public and stakeholders suggested that some passengers prefer saloon cars, over taxi type vehicles, as they are easier to get into and have a softer ride. The rank observations also logged when passengers avoided hiring the first Hackney Carriage on the rank, in favour of another vehicle further back on the rank. Four occurrences were observed, when passengers hired a saloon car rather than a ‘taxi type’ vehicle, from position 1 on the rank.

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5 PUBLIC CONSULTATION

5.1 Public consultation questionnaires

An on street public attitude survey was undertaken in Tunbridge Wells from the 2nd to the 3rd July 2019. 209 people were interviewed. In addition, a further 239 responses were collected via an online survey, which ran throughout July and the first part of August.

The terms Hackney Carriage and Private Hire Vehicle are used are used in relation to these specific vehicle types.

In order to establish a level of understanding of respondents knowledge, regarding differences between how Hackney Carriages and Private Hire Vehicles may be hired, the questionnaire included questions asking respondents to indicate the ways in which a Private Hire Vehicle and a Hackney Carriage may be hired. 22% of online respondents indicated methods other than pre-booking, as ways in which to hire a Private Hire Vehicle. Around 6% of face to face respondents identified a means other than pre-booking. This reflects a relatively high level of understanding of the differences between Hackney Carriages and private hire vehicles. The other methods indicated included hailing a passing vehicle, hiring a Private Hire Vehicle waiting on the street or in a car park and hiring one off a rank.

The differences between how each type of licenced vehicle may be hired, were explained to respondents who chose ineligible means of hire.

Respondents were asked if they had made one or more trips by taxi in Tunbridge Wells in the last three months. Responses were as follows:

Face to face Online survey Response survey Yes 70% 74% No 30% 26%

Respondents were asked what type of licensed vehicle they had used.

Face to face Online survey Response survey Private Hire 22% 37% Hackney Carriage 61% 23% Both types / don't know 17% 40%

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How frequently do you travel by Hackney Carriage or Private Hire Vehicle in Tunbridge Wells? Face to face Online survey Response survey Almost Daily 0% 2% Once a week 0% 6% A few times a month 63% 16% Once a month 11% 13% Less than once a month 24% 34% Never 2% 29%

How do you normally obtain a licenced vehicle in Tunbridge Wells? Face to face Online survey Response survey At rank 14% 39% Hail on Street 18% 0% Telephone company 50% 57% Freephone 6% 0% Mobile App / Web site 12% 4% Other 0.0% 0%

If you book a taxi by phone, please tell us the three companies you use most frequently?

69% of face to face respondents and were able to name one or more Private Hire firms. 41% of online respondents were able to name one or more companies. The majority of respondents, who named companies, could name one or two companies. Streamline was the most popularly named company and was named by the majority of respondents who could provide a name. Several other private hire companies were named.

Please tell me the ranks you are aware of in Tunbridge Wells, and which of these that you use? The number of taxi ranks which were identified by each respondent is presented below: Face to face Online survey Response survey No ranks 1% 8% One rank 92% 80% Two ranks 6% 9% Three ranks 1% 3% The most commonly named rank was the Railway Station rank. Almost all respondents who were able to name a rank, named this rank. Most respondents didn’t specify which side of the railway station but many stated that there were always taxis at the station. A few people managed to name additional ranks. These most commonly included the War Memorial, Paddock Wood Station, Pitcher & Piano or Sainsburys.

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Is there any location in Tunbridge Wells where you would like to see a rank? If so, where? Suggestions were received for new ranks closer to the main shops and Pembury Hospital. Several suggestions were made for new ranks at locations where existing ranks are present, but unused, including Pantiles, Sainsbury’s and Paddock Wood Station.

Have you had any problem with the local hackney carriage service? 62% of online respondents and 8% of face to face respondents identified one or more issues. The issues identified are listed below in decreasing order of popularity.

 Driver issues  Cleanliness  Distance to the ranks  Design of the vehicle  Cost  Lack of availability outside Tunbridge Wells Town  Lack of availability late at night  The arrangement of taxis at Tunbridge Wells Station is confusing  Drivers leaving engine idling  Lack of wheelchair vehicles

What would encourage you to use hackney carriages or use them more? often (indicate top two reasons)

95% of face to face respondents and 81% of online respondents offered suggestions. The suggestions are listed below in decreasing order of popularity.

 Better drivers  Better located ranks  More Hackney Carriages that I could hail or get at a rank  More Hackney Carriages that I can phone for  Better vehicles  Cheaper fares  Disperse Hackney Carriages to other locations rather than just at the Station  Better service in locations outside Tunbridge Wells town  More apps for local services

Do you consider you, or anyone you know, to have a disability that means you need an adapted vehicle? (Not necessarily a licenced vehicle) None of the face to face survey respondents indicated that they knew anyone who required an adapted vehicle. One online respondent needed a wheelchair accessible vehicle and 10% of online respondents said that they knew someone who required a wheelchair accessible vehicle. A further 4 % indicated that either they or someone they knew, required an adapted vehicle, but not a wheelchair accessible vehicle.

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If you arrived at a rank and there were saloon and wheel chair accessible vehicles there, which vehicle would you choose? All face to face interview respondents suggested they would take the first available vehicle. However, the online respondents offered a variety of responses.

75% of online respondents indicated that they would take the first available vehicle. 23% indicated that they would select the saloon type vehicle and 2% indicated that they would select the wheelchair type vehicle. The reasons for the choices varied.

Common reasons for choosing the saloon type vehicles were:  They are easier for people with mobility difficulties to get in and out of.  They are more comfortable.  Passengers would not want to take the wheelchair accessible vehicle, in case another passenger needed it.  Solo travellers prefer a smaller vehicle The most common reasons for choosing a wheelchair accessible vehicle were:  Passenger uses a wheelchair  Large family needs a larger vehicle

Some respondents also commented that drivers instruct them to use the first available vehicle and get upset if passengers express a preference.

Have you wanted to hire a Hackney Carriage in the last three months at a rank and given up or made alternative arrangements for travel because none were available? Face to face Online Response survey survey Yes 1.9% 15% No 98.1% 85%

If the answer to the previous question is yes, could you state where you tried to hire the Hackney Carriage?

Most of the responses which indicated that they had given up, indicated that this was at one of the normally serviced ranks. However, around a quarter of respondents in the online survey indicated that the issue they had, was actually with a private hire booking. Therefore, whilst 20% of respondents indicated that they had given up waiting at a rank, only the three quarters of these responses (15%) which were for hackney carriages at ranks, have been taken into account in the table.

Have you wanted to hire a Hackney Carriage in the last three months by flagging down and given up or made alternative arrangements for travel because none were available? Face to face Online survey Response survey Yes 0% 14% No 100% 86%

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Some online respondents had indicated that they had given up both waiting for a Hackney Carriage at a rank and given up trying to flag down a Hackney Carriage. The proportion of unique responses to one or other or both, was 19% of online respondents.

Have you wanted to book a Hackney Carriage specifically, as opposed to a Private Hire Vehicle, by telephone or online, for immediate travel, in the last three months and had to make alternative arrangements because a Hackney Carriage was not available within a reasonable time? [Remember, this relates to Hackney Carriages not Private Hire] Face to face Online survey Response survey Yes 0% 11% No 100% 89%

The online respondents indicated that the times quoted for availability were:  Up to 30 minutes – 12%  30 minutes to 1 hour – 40%  Over 1 hour – 28%  No Hackney Carriages available – 20%

Do you have regular access to a car? Face to face Online survey Response survey Yes 73% 82% No 27% 18%

Are you a student or permanent resident in Tunbridge Wells? Face to face Online survey Response survey Permanent Resident 92% 81% Student 4% 1% Non-resident 4% 18%

Is the respondent Male 1 or Female 2 Face to face Online survey Response survey Male 55% 54% Female 45% 43% Prefer not to say 0% 3%

What age group does the respondent fall within? Face to face Online survey Response survey 16 – 30 4% 5% 31 – 55 62% 56% 56+ 34% 39%

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5.2 Comments on results

The use of licenced vehicles in the last three months, by participants in the survey, was relatively high. However, there were a lot of refusals by members of the public, to be interviewed. The proportion of online respondents who had used a licensed vehicle in the last three months was also high. However, this is common for online surveys.

The majority of participants were aware of the differences between Hackney Carriages and Private Hire Vehicles. The most common means of obtaining a licenced vehicle was by telephone, or online booking. A relatively high proportion of face to face respondents indicated that they commonly hired a Hackney Carriage by hailing. However, all other evidence in the survey indicated that hailing a Hackney Carriage was rare. Indeed, some respondents commented that even when attempted, Hackney Carriages rarely stop when hailed.

There was some desire for additional ranks which are closer to the shopping areas. There were some suggestions for ranks at locations where ranks currently exist but are not generally serviced by Hackney Carriages. Few of the face to face respondents indicated that they had given up waiting for a Hackney Carriage. However, a more significant proportion of online respondents indicated that they had given up.

Respondents were asked if they had any other comments that they would like to make, regarding Hackney Carriage services. Many respondents took the opportunity to make comments.

The comments received from respondents are presented below. It should be noted that the majority of these comments were received from online respondents. Few of the face to face respondents provided comments.

Comments received from survey participants (quoted directly and not the views of the writers of this report):

The last taxi I took cost £8 from the clock tower in TW to Ferndale at 11.30pm! I’d rather take a risk walking at that price!

I would like to see all vehicles become low or zero emission vehicles. I’d like to see better ranking up at TW Station (Hoopers side)

The drivers should not smoke or hang out in groups outside the station. They don’t dress very well either. They drive too fast

Uber should be in Tunbridge Wells - all our council seems to do is offer premium services (as in price not quality) which are designed to rip us off thinking that it’s an affluent borough!

I would prefer a bus service that ran later to more taxis. My last bus to Southborough from Tunbridge wells is 10.25- far too early for a night out

An app needs to be created to make it easier to use taxis and to be collected from home address. I have a disability and find it hard walking and often

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need a taxi but can’t get one as they don’t pick up phones. Also I get fed up with SOME drivers moaning because I am not going a long distance. Taxis in TW are very expensive compared to other areas

TW Station taxi drivers are very poor in offering customer service

Please stop station cars sharing licences!

We are in the outlying villages where there is very little taxi provision.

I find the drivers at the Station quite aggressive and rude and leave the engines running.

The Hackney Carriage drivers are not full aware of all addresses in TW Please encourage the Hackney carriage drivers to have better customer service skills - they are generally surly and unfriendly

If the town cannot accept UBER / Lyft then provision for better placed Ranks at both top and bottom of town should be made. Better signage and publicity of the ability to flag cabs is a reasonable alternative but most drivers do not know they can be hailed and simply sit at the station awaiting a fare. The station ranks are overcrowded and this causes further issues, of which I am sure you are painfully aware. A rank at the top of town could serve St Johns or even BE IN St Johns, to serve Bars, Restaurants, Shops, Schools, Elder Care Homes (of which there are now a number) and would be extremely useful.

A rank at the Pantiles is desperately needed: as one of the Towns only tourist "draws" it makes no sense to have everyone walking all the way back to the station simply to reach a cab rank. This is not only inconvenient but also dangerous for revellers / patrons of bars etc in the Pantiles and given the "Jazz on the Pantiles" events in the summer could be an excellent source of income for the drivers competing for business at the overcrowded station.

Please ensure there is always a taxi available at stations

We need definitely more Taxis if on a Saturday morning you do not book your taxi by 11am you will not get one.

Yes one driver who picked me up from the station committed 4 driving offences during the journey. Spoke on mobile while on phone; because he wanted to get back quickly drove the wrong way up the one way street by AXA/Calverly Grounds. My road is one way and I Live near the top - I told him. After dropping me off he did a 3 point turn and went the wrong way up my one way street. He drove like a maniac and was well over the speed limit - this happens often

It would be helpful if there were some quality control for drivers: mystery passengers --- like mystery shoppers?

I have never thought about the difference between the two types of taxi you mention. I just know which ones are competitively priced & reliable (as in

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turns up on time). I am very happy with Walkers as they text you to confirm booking, then again when the taxi is on its way, again when it has arrived with colour, model and number plate of car. Very occasionally they are so busy they can't help but this feels like a safe, easy, cost efficient way of getting around when I need a cab. Hate being ripped off by some of the inflated prices around, or people not knowing the quickest way or not being warned about late night price increases. I never leave it to chance to hail a passing cab as I can't remember the last time I saw one and wasn't sure it was allowed anyway!

Please let me know if it is possible to flag down taxis.

I think private hire vehicles as well as hackney carriages should be permitted to use the bus lane in the town centre

I'm sick every time I get a cab from the station after doing a 12/14 hour shift. I get in the taxi tell them where I want to go and them mumbles and moan because its not a longer journey

There seem to be more people now who have complaints regarding reliability of local taxis in this area which is worrying.

There are no bus services on Sundays or public holidays from Hawkenbury so taxis are the only option.

Please license Uber (or equivalent)

I did not know taxis in the town were hailiable - how do we distinguish from those that are not?

Walkers used to be excellent but was so bad the last two times we used them that we no longer use them.

Full marks to Castle Cars - totally reliable and never late.

I have always found cabs at station to be v satisfactory

The taxi service in TW is very good but another rank closer to the main shopping area would be great. I would use that as the walk down the hill to the station with shopping is too much.

I would like all TW taxi/Private vehicles to stop using the main roads as parking bays - most obviously Camden Road. They block the flow of traffic constantly. There are many side roads and car parks they can sit in if they are waiting. Also a little less verbal abuse when they think they own the road might make me want to use a taxi more.

There are never any taxis outside the station (either side) between 8.30+9am. I have had to wait 20 minutes for a taxi to appear after 9am.

Greater provision should be made for the outlining villages, drivers should be more tightly regulated over driving habits, in particular for cars arriving

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and departing from the station in TW - drivers just seem to ignore the highway code, (perhaps fit a monitoring box into a car like young drivers can have) quality of cars, congestion is a big issue in the town - at peak times of day perhaps restrictions should be imposed on 1 child in a taxi at peak times being taken to a school. you need to work out how taxi drivers can exist along side Uber or not. All cars should have the ability to pay by debit card. a rating service based on reliability and promptness of service that has a reflection on the renewal of the licence - now you could argue that some of this is about self regulation and down to the companies operating the service but in the absence of this.. you have the opportunity to at least take control of this for a while through regulation to improve the service. i think it currently reflects badly on the town the poor level of service that is in my experience often given in comparison to other places..

Taxi rank at Station facing The Range Store is disorganised and a free for all, especially when a late train comes in

We need English speaking drivers that don't just rely on sat nav Make sure drivers on the rank know where they going instead of using sat nav and ripping people off in prices never use Hackney carriage

Fed up with being pulled out on by arrogant taxi drivers and then being threatened! Lucky they have cctv

"There seems to be a lot of Tonbridge cars in Tunbridge Wells I have seen them picking people up in station approach rank is this legal. " The taxi rank by the station looks a mess. Too many cars. Double parking. Makes it difficult to leave the station at times.

The current Taxi queuing and parking system at Tunbridge wells railway station is a disgrace. constant shuttling of vehicles leading to high emissions , driver enforced taxi selection, bad driving. All need to be addressed.

I think the Hackney carriages at TW railway station are to be frank a little creepy

I find Walkers taxis very reliable and value for money and that’s why I continue using them.

Some Hackney carriage drivers need directions to fairly large streets. They take great umbrage when I refuse to give them directions and get in the next available taxi in the rank.

Apparently Hackney Carriages can delay or refused a fare until the rate changes (following arrival of last train from London)...... Hackney Carriage regulations should be available at ALL Hackney Carriage ranks to allow customers to challenge breaches of regulations.

We have no issues with the amount of taxi's at the TW station rank the issue is the quality of drivers. I do not want to sound racist and I have nothing

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against foreigners however you have a significant decrease in the quality with foreigners when compared to white taxi drivers. They do not have local knowledge, they do not know where they are going, they constantly ask for directions and cannot provide engaging conversation. Please can you do something about the criteria for foreign drivers to get licences for becoming taxi drivers.

I would like to see all taxi drivers in Tunbridge Wells drive slower, safer and not parking/stopping in dangerous places. Finally I think they could benefit from customer service training Taxis at the station rank are fine but private hire cars are often late and not so well maintained.

I recently questioned the legitimacy of a driver and the charge he was asking for. On requesting to see his license the driver refused to show photographic ID further raising concerns "Insist the drivers clean their cars. The smell inside is often very bad. Ask the drivers to wash & use deodorant. Stop importing drivers that do not know the area. " The price is far too expensive!!!

Rates and tariffs should be published clearly at the rank.

The taxi rank at the station is often over-flowing, causing obstructions to other road users and pedestrians.

hackney carriages are more expensive, smelly and dirty. I have had numerous occasions of drivers not using the meter and trying to negotiate a price at the destination. There is no incentive to keep the car nice and clean as people just use the rank.

Private hire offer 1) Cleaner cars 2) More efficient booking systems 3) Better prices 4) Better drivers 5) More choices in payment method.

I would not be granting additional licenses to hackney carriages in Tunbridge Wells. "

Walkers seem to be the most efficient to me.

The drivers in Tunbridge Wells are are nearly all foreign, rude and pretty disgusting. TWBC has somehow managed to drive out all the good local drivers of 10 or so years ago. You guys should be embarrassed by what you’ve done to the Hackney Carriage service in the town. You’ve politically corrected the service to death!

Many taxis are unlicensed or the drivers are illegal immigrants

Most of the Hackney carriages are smelly, the drivers are rude, and they don’t turn the meters on

Make bus cheaper and I might use my car less!

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I would like to have more faith in other taxi company’s than the one I use including faith that the driver is registered and clear prices.

Drivers to not be so rude towards women, especially those travelling alone I think the standard of driving of taxi drivers in the town needs to be properly looked at as the majority of drivers regularly speed and drive in a dangerous manner

My concern is that I have been in taxis and made aware of drugs being used or distributed amongst some drivers. Therefore would like more work done with the drivers around drugs and also concerned about are the drivers involved. What checks or further checks are done with them upon application or renewals ?? As some taxis drivers live at same addresses and I am concerned they are involved in dealing drugs in the town ..

There are too many taxis in TW, the drivers are poor and the queue as TW station is dangerous

More inspections of drivers, vehicles and ‘mystery customers’ should be employed. The enforcement of regulations seems lax.

Living in Goudhurst we feel there is not enough taxis available who are prepared to do early station runs. Even going out socially there are hardly any taxi companies in our area so booking well in advance is essential. The cost for a private taxi just to go a couple of miles down the road is extortionate.

Why does it cost 50 pounds to travel from TWS railway station to Matfield in Kent!! Only a couple of miles away

Sort the foreign drivers out who don’t know where they are going or drive erratically Hackney carriage drivers tend to drive to fast so they can get back to the rank and there are often language issues

Taxi drivers should be more aware of the highway code

Sometimes feel somewhat intimidated whilst at the taxi rank. The drivers are not exactly the friendly type

Drivers are rude and unpleasant when making short journeys/minimum fare. The starting fare is higher than a black cab in London.

Drivers regularly speed around Tunbridge Wells, especially later in the evening. All cars should be fitted with devices to limit their speed. This should be a condition of their licence. I took a car last week and he drove up grove hill at 50+ mph. I took another car a couple of months ago and he drove 60+. NOT SAFE and the main reason why I rarely take taxis.

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6 STAKEHOLDER CONSULTATION

6.1 Background

In order to gather information from a variety of sources and gather views of the taxi industry and levels of service from different perspectives, consultation was undertaken with a range of stakeholders. These included representatives of groups or organisations which use taxis, or undertake related activities and representatives from the taxi business itself.

6.2 Taxi trade consultation

An online survey questionnaire was available for drivers to complete and provide feedback

Not all drivers are comfortable with sending responses online or by email. Therefore, additional consultation was undertaken by speaking to a small sample of drivers at the ranks around Tunbridge Wells.

Valid online survey responses were received from 24 respondents.

The survey asked several specific questions, along with further open questions inviting drivers to provide comments on any other issues which affect the trade or which they felt were worthy of note.

Respondents were asked to indicate categories which described their involvement in the taxi market. They were asked to indicate which of the following categories applied to them.

The number of responses per category, were as follows:

Category Number of responses Hackney Carriage Driver 54% Private Hire Driver 25% Dual Hackney Carriage / Private Hire Driver 17% Don’t normally drive 4%

64% of respondents owned a Hackney Carriage.

Respondents were asked how long they had been involved in the Licenced Vehicle trade in Tunbridge Wells. Responses were

0 to 2 years 21% 3 to 5 years 13% 6 to 10 years 37% 11 to 15 years 8% 16 to 20 years 0% Over 20 years 21%

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Levels of experience spanned a broad range. A significant proportion of respondents had relatively little experience.

Drivers were asked if they normally subscribe to a radio circuit or similar booking circuit. The responses were as follows:

Hackney Carriage Private Hire Driver Drive both vehicle Driver types Yes 0% 66% 0% No 100% 34% 100% Other

The majority of Private Hire drivers, as one might expect, subscribe to a radio booking circuit. None of the Hackney Carriage or dual vehicle respondents subscribe to a radio or similar booking circuit.

Drivers were asked what type of vehicle they drove most frequently and provided the following responses:

Hackney Carriage Private Hire Drive both Driver Driver vehicle types

Purpose built taxi vehicle 25% Saloon car 54% 83% 25% Minibus / people carrier (wheel chair accessible) 31% 50% Minibus / people carrier (not wheel chair accessible)

15% 17% 0%

Drivers were asked about the number of hours they worked in a typical week. Each driver was asked to indicate how many hours they worked during day time and night time, for each day of the week. When the total hours worked each week per driver, were analysed, the results indicated that Hackney Carriage drivers worked an average of 57.7 hours per week. This average excludes one respondent who claimed to work 126 hours per week. Private Hire drivers worked an average of 54.2 hours per week. The highest number of worked hours each week, claimed, was 126 hours by a Hackney Carriage driver and 71 hours by a Private Hire driver. Dual drivers averaged 59.5 hours per week.

Drivers were asked to indicate their average daily earnings. Understandably, not all drivers were willing to answer this particular question. However, some respondents did indicate earnings. The earnings for Hackney Carriage drivers ranged from under £50 per day to £110 per day. Daily earnings were taken with the number of hours worked each day, to indicate hourly earnings. Those drivers who indicated that they worked fewer hours per week, tended to indicate higher hourly earnings. The average hourly earnings for Hackney Drivers was around

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£8.40 per hour. This number excluded the response from the person who claimed to work 126 hours per week. The hourly earnings for that person was £2.78 per hour. This contradiction reduces the credibility of this response and highlights the need to treat some responses with caution. The average hourly earnings for private hire drivers was £8.93 per hour.

Drivers were asked how many journeys in a typical week required the carriage of a wheel chair. The responses were as follows:

Hackney Private Hire Driver of both Carriage Driver Driver HC & PH None 85% 83% 25% 1 to 5 15% 17% 50% 6 to 10 25%

Hackney drivers were asked which rank or location they typically worked from in an average week. The most common location was Tunbridge Wells Railway Station (at Mount Pleasant Road). Many drivers indicated that they operated only from this rank. The next most commonly chosen rank was the Railway Station at Vale Road side. Other ranks which were claimed to be used in a typical week included Paddock Wood Station and Church Road (Pitcher & Piano). One respondent indicated that they worked at all of the listed ranks in Tunbridge Wells. This was the same respondent that indicated that they worked 126 hours per week for £2.78 per hour.

Respondents were asked about taxi ranks in Tunbridge Wells District. When asked about whether there is sufficient rank space in Tunbridge Wells District, responses were as follows.

Hackney Private Hire Drive both types Carriage Driver Driver of vehicles Yes 15% No 85% 100% 100%

The majority of respondents felt that there is not sufficient rank space in Tunbridge Wells.

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Do you think new ranks are required? Hackney Private Hire Drive both types Carriage Driver Driver of vehicles Yes 69% 67% 100% No 31% 33%

The following suggestions were received for new rank locations:  Town Centre  Bottom of the High Street Most of the responses indicated a need for more space on the ranks at the Railway Station.

Are there any ranks in Tunbridge Wells District which need more spaces?

The response was overwhelmingly in favour of more spaces at ranks. The Tunbridge Wells Station and Mount Pleasant ranks were identified as the top two as needing more space for taxis.

Respondents were asked if they were aware that there is a numerical limit to the number of Hackney Carriages in Tunbridge Wells. With the exception of one Dual Driver and one Hackney Carriage driver, all respondents indicated that they were aware that there is a numerical limit on the number of Hackney Carriages in Tunbridge Wells.

Are there sufficient Hackney Carriages in Tunbridge Wells Borough to meet current levels of demand? Please choose the one option which reflects your opinion.

Drive both Hackney types of Drivers PHV Drivers vehicle A Yes, too many 85% 50% 25% B Yes, generally sufficient 15% 33% 25% C No, not during all periods 17% 50% D No opinion E Don't know

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If you feel that there are not sufficient Hackney Carriages at certain times, at which periods are more Hackney Carriages required? Drive both Hackney types of Drivers PHV Drivers vehicle A During the daytime B During the 100% 50% evening/night C All day and night 50%

Respondents were asked how many Hackney Carriages should be in the fleet.

Responses were classified into the following ranges.

Drive both Hackney types of Drivers PHV Drivers vehicle 0-20 21-40 25% 33% 41-60 15% 25% 61-80 32% 33% 81-100 38% 25% 101-120 15% 121-140 25% 141-160 33% 161 +

Respondents were asked to provide a specific number. Most of those respondents who answered this question, indicated a number less than the current number of Hackney Carriages in the fleet (107).

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Should Tunbridge Wells Borough Council remove the numerical limit on the number of Hackney Carriages? Drive both Hackney types of Drivers PHV Drivers vehicle A Yes 17% 50% B No 92% 83% 50% C No opinion 8%

When the drivers were asked ‘If the limit on the number of Hackney Carriages in Tunbridge Wells Borough were removed, what do you think the effect would be on the following features?’, the responses were as follows.

Hackney Carriage Drivers

Increase No effect Decrease

A Traffic congestion 92% 8% B Fares 9% 82% 9% C Passenger waiting times at ranks 100% D Passenger waiting times at flag down 100% E Passenger waiting time for telephone bookings 100% F Hackney Carriage vehicle quality 15% 23% 62% G Private hire vehicle quality 8% 50% 42% H Effectiveness of enforcement 8% 31% 61% I Illegal plying for hire by Private Hire vehicles 69% 31% J Illegal plying for hire by unlicensed vehicles 75% 25% K Over ranking 92% 8% L Customer satisfaction 9% 55% 36%

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Private Hire Drivers

Increase No effect Decrease

A Traffic congestion 60% 40% B Fares 50% 50% C Passenger waiting times at ranks 25% 25% 50% D Passenger waiting times at flag down 40% 20% 40% E Passenger waiting time for telephone bookings 20% 60% 20% F Hackney Carriage vehicle quality 25% 25% 50% G Private hire vehicle quality 20% 40% 40% H Effectiveness of enforcement 25% 75% I Illegal plying for hire by Private Hire vehicles 40% 40% 20% J Illegal plying for hire by unlicensed vehicles 60% 20% 20% K Over ranking 80% 20%

L Customer satisfaction 20% 40% 40%

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Drive both types of vehicles

Increase No effect Decrease

A Traffic congestion 100% B Fares 33% 67% C Passenger waiting times at ranks 33% 33% 33% D Passenger waiting times at flag down 100% E Passenger waiting time for telephone bookings 100% F Hackney Carriage vehicle quality 33% 67% G Private hire vehicle quality 100% H Effectiveness of enforcement 33% 67% I Illegal plying for hire by Private Hire vehicles 33% 67% J Illegal plying for hire by unlicensed vehicles 33% 67% K Over ranking 100% L Customer satisfaction 33% 67%

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Respondents were asked whether they agreed or disagreed with a range of statements. The results are summarised as follows:

Hackney Carriage Drivers

Neither How do you rate the Strongly Agree or Strongly following statements Disagree Disagree Disagree Agree Agree There is not enough work to support the current number of Hackney Carriages 8% 15% 15% 62% Removing the limit on the number of Hackney Carriages in Tunbridge Wells Borough would benefit the public by reducing waiting times at ranks 61% 23% 8% 8% There are special circumstances in Tunbridge Wells Borough that make the retention of the numerical limit essential 33% 33% 33%

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Private Hire Drivers

Neither How do you rate the Strongly Agree or Strongly following statements Disagree Disagree Disagree Agree Agree There is not enough work to support the current number of Hackney Carriages 33% 17% 17% 33% Removing the limit on the number of Hackney Carriages in Tunbridge Wells Borough would benefit the public by reducing waiting times at ranks 50% 17% 33% There are special circumstances in Tunbridge Wells Borough that make the retention of the numerical limit essential 17% 17% 17% 17% 32%

Drivers of both Hackney Carriages and Private Hire Vehicles

Neither How do you rate the Strongly Agree or Strongly following statements Disagree Disagree Disagree Agree Agree There is not enough work to support the current number of Hackney Carriages 33% 33% 33% Removing the limit on the number of Hackney Carriages in Tunbridge Wells Borough would benefit the public by reducing waiting times at ranks 33% 67% There are special circumstances in Tunbridge Wells Borough that make the retention of the numerical limit essential 33% 33% 33%

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Respondents were asked to choose which effects would apply if the council were to remove the numerical limit of Hackney Carriages.

Drive both Hackney PHV types of Drivers Drivers vehicle A No change 5% 14%

B Work more hours 32% 43% 43%

C Work fewer hours 5%

D Acquire a Hackney Carriage vehicle licence 4% 14%

E Acquire more than one Hackney Carriage vehicle licence 5%

F Switch from Hackney Carriages to Private Hire Vehicles 4% 14%

G Switch from Private Hire Vehicles to Hackney Carriages 5% H Leave the trade 40% 29% 29% Vehicles will be less well maintained 14%

6.3 Other comments and inputs.

In addition to the questionnaire responses summarised above, which focussed on specific and numerical responses, drivers were also asked more open questions on a range of features and aspects of the trade. The questionnaire was structured in order to encourage open and discursive responses.

These responses have been presented in this section:

They are a lot of companies in Tunbridge Wells which are on the internet and social media which are not Licensed by any council which is dangerous to the public.

One driver should only be allowed to have one Hackney carriage plate and not run Hackney Carriage renting as a business.

I hope the unmet demand will record the amount of out of town cars that work this town on circuits and are not covered by TWBC operators license

The taxi trade in TW is saturated and already most drivers are working extended hours for equivalent of the minimum wage there should be ban on new private hire operators as well. They are so many and offering very cheap prices.

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I strongly believe that increasing number of licences issued either hackney or private hire will affect the earnings of people in this trade which is already not very great. There might be one positive, by taking limit off the number of hackney plates, that someone doesn’t have to buy it for £20k-30k.

The Limiting of hackney carriage licences is improving the safety of the passengers (especially of the young and venerable intoxicated teenagers at night ) keep the crimes level down in Tunbridge Wells borough. Cause the owners of the licences and operators would be choosing the best all around and the most careful drivers for their taxis and taxi drivers them self would be more careful because of scarcity of the plate . So for this reason alone I think the licences should be limited to the minimum level of acceptance ."

I think we have more than enough hackney carriage licence but not enough rank and not enough work. and lots of private hire licenses, plus Tonbridge licensed cars parking in town and pick up customer without booking.

Since de-zoning the number of HC's increased by 25 and with that the ability to earn a decent income reduced considerably. To de-regulate would bring to an end the viability of working as a HC in TW. The turnover of drivers would then be dramatically increased as those who obtain a licence would find that they can't actually make a living.

Too many licenses are issued Criteria should be changed written exam should be once a year Applicant should hold full UK driving license for minimum 3years

Fed up with council new laws new charge, new cars ...... I don’t make money to support my family, it’s like government and councils trying to strip me, there is nowhere to turn for help. Honestly, I am absolutely fed up.

The average waiting time for a driver to get a fare is about 1hr. If the cap is removed, this waiting time to get a fare could easily double causing drivers to be unhappy, stressed and moody thereby delivering poor service to customer

6.4 Further comments from discussion with drivers

The trade is affected by an increased number of foreign drivers who don’t have English as their first language. It was felt by some respondents, that some of these drivers don’t have sufficient knowledge of the local area, have poor communication skills and poor driving standards.

Some newer drivers don’t have the knowledge of the area and don’t provide as good customer service. Some of the newer drivers don’t want to take short trips.

There is not sufficient rank space to allow taxis to wait on the ranks. Only one rank is in effective operation, most of the time, at the Railway Station.

There is not enough demand elsewhere in Tunbridge Wells for taxis to wait there. So taxis only wait at the Station during the day.

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The only time passengers may have to wait for a taxi to arrive at the ranks is on Saturday night or when two large trains come in close together.

6.5 Non Trade Consultation

Views on the taxi trade and taxi services were sought from user groups, representing elderly and disabled groups, visitor attractions, hotels and licenced premises, transport providers, police, fire and ambulance services and local businesses.

Feedback was generated through a combination of internet based on line survey, Freepost return mail questionnaire, email and telephone contact and face to face contact.

Most hotels and licenced premises indicated that their customers generally made their own arrangements and called one of the Private Hire Operators to book a vehicle. Generally, respondents felt that there were licenced vehicles available for customers when required. However, late on Saturday night, there can be a shortage of licensed vehicles available and there can be substantial wait times for bookings.

Supermarkets all indicated that customers generally made their own arrangements for obtaining licensed vehicles. All supermarkets contacted had Freephone booking services available in the shop. None of the supermarkets indicated that they were aware that any customers ever faced difficulty hiring a licenced vehicle..

At the hospital, licenced vehicles could be hired through a Freephone service. No difficulties were known.

Visitor attractions were contacted but didn’t have any comments to make regarding services provided.

Feedback from the Police indicated that there were no particular issues with availability. The rank at the War Memorial was well used at night and passengers generally found a Hackney Carriage there without having to wait long. This rank served demand from the night time economy well.

Soroptimist International reiterated previous responses, that they had commissioned a study some years ago and that some of the issues identified remained in place. A key remaining issue appears to be lack of awareness of the differences between Hackney Carriages and private hire vehicles, with respect to what may be hired directly on the street.

Council departments, education establishments, public transport operators and neighbouring licensing authorities were contacted to solicit comments. Some local bus operators responded indicating that they were not aware of any issues with licensed vehicle services. Schools highlighted the importance of consistency in service provision for school contracts. Some of the children transported did not handle change well and if a driver or escort were changed one day, or the timing of the trip were altered, this could cause distress with some children. This would

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only be an issue with a minority of transport contracts Otherwise, no further comments were received from other consultees.

Representatives of disabled and elderly people raised several issues regarding licensed vehicle services. These are expanded as follows:

It was felt that there can be a lack of wheel chair accessible vehicles at times. This is more of an issue for private individuals than it is for corporate users such as care homes. Most wheelchair accessible vehicles are booked through private hire operators.

Public transport links to the villages and hamlets around Tunbridge Wells, have limited bus services. In some of the rural areas, accessing licensed vehicles can be difficult and expensive. Sometimes it is not possible to book a vehicle within a reasonable timescale, especially late at night.

6.6 Summary of trade and stakeholder consultation

The key aspects from trade and stakeholder consultation were:  The majority of day time demand and supply, is centred around the Railway Station. This has led to the situation that passengers don’t expect to find Hackney Carriages at other ranks and will travel to the Railway Station to hire a Hackney Carriage, confident in the knowledge that there are always Hackney Carriages available at the station. Consequently, drivers generally return to the Railway Station rather than risk waiting at another rank. The wait times for vehicles at the Railway Station can be significant at times, however, there is a greater degree of certainty of a hire at this rank, compared with other ranks.  The focus of provision at the Railway Station has led to the situation where it could be difficult to establish a rank elsewhere in Tunbridge Wells town. If a daytime rank were implemented close to the retailing centre, it is unlikely that drivers would wait there for the several weeks that it could take for passengers to know that Hackney Carriages could reliably be found there.  The number of wheelchair users hiring Hackney Carriages at the ranks is low, based on rank observations and trade feedback.  The trade is heavily reliant on rail passenger linked demand. The increased levels of demand in the evenings and at night, compared with day time indicate that there is some uplift in demand associated with the night time economy. In most Hackney Carriage unmet demand surveys, Saturday demand is higher than any other day of the week including Friday. However, in Tunbridge Wells, the level of demand on Saturday is lower than either Thursday or Friday. This may indicate that much of the night time economy demand is not being captured by Hackney Carriages. However, if ranks could become established closer to the night time economy locations, then it is likely that more of the night time economy demand could be captured through rank hire, rather than telephone hire.  Drivers operate on a variety of work patterns. Some focus on week day, day time, others focus on weekday night time, some focus on weekend working and some work a variety of week day and weekend, days and

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nights. Few vehicles are driven by more than one driver. Hence, those vehicles driven in the day are not driven at night and vice versa.

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7 DETERMINATION OF UNMET DEMAND

7.1 Evaluation of unmet demand and its significance

It is first important to define our specific view about what constitutes unmet demand. Our definition is when a person turns up at a taxi rank and finds there is no vehicle there available for immediate hire. This can lead to a queue of people building up, some of who may walk off, whilst others will wait till a vehicle collects them. Later passengers may well arrive when there are vehicles there, but because of the queue will not obtain a vehicle immediately.

There are other instances where queues of passengers can be observed at taxi ranks. This can occur when the level of demand is such that it takes longer for vehicles to move up to waiting passengers than passengers can board and move away. This often occurs at railway stations but can also occur at other ranks where high levels of passenger arrivals occur. We do not consider this is unmet demand, but geometric delay and although we note this, it is not counted towards unmet demand being significant.

The industry standard index of the significance of unmet demand (ISUD) was initiated at the time of the introduction of section 16 of the 1985 Transport Act as a numeric and consistent way of evaluating unmet demand and its significance. The ISUD methodology was initially developed by a university and then adopted by one of the leading consultant groups undertaking the surveys made necessary to enable authorities to retain their limit on taxi vehicle numbers. The index has been developed and deepened over time to take into account various court challenges. It has now become accepted as the industry standard test of if identified unmet demand is significant.

The index is a statistical guide derived to evaluate if observed unmet demand is in fact significant. However, its basis is that early tests using first principles identified based on a moderate sample suggested that the level of index of 80 was the cut-off above which the index was in fact significant, and that unmet demand therefore was such that action was needed in terms of additional issue of plates to reduce the demand below this level, or a complete change of policy if it was felt appropriate. This level has been accepted as part of the industry standard. However, the index is not a strict determinant and care is needed in providing the input samples as well as interpreting the result provided. However, the index has various components which can also be used to understand what is happening in the rank-based and overall licensed vehicle market.

ISUD draws from several different parts of the study data. Each separate component of the index is designed to capture a part of the operation of the demand for taxis and reflect this numerically. Whilst the principal inputs are from the rank surveys, the measure of latent demand comes from the public on-street surveys, and any final decision about if identified unmet demand is significant, or in fact about the value of continuing the current policy of restricting vehicle numbers, must be taken fully in the context of a careful balance of all the evidence gathered during the survey process.

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The present ISUD calculation has two components which both could be zero. In the case that either are zero, the overall index result is zero, which means they clearly demonstrate there is no unmet demand which is significant, even if other values are high.

The first component which can be zero is the proportion of daytime hours where people are observed to have to wait for a taxi to arrive. The level of wait used is when the average wait time for any passengers who have to wait for a taxi to arrive is greater than one minute. The industry definition of these hours varies, the main index user counts from 10:00 to 18:00 (i.e. eight hours ending at 17:59). The present index is clear that unmet demand cannot be significant if there are no such hours. The only rider on this component is that the sample of hours collected must include a fair element of such hours, and that if the value is non-zero, review of the potential effect of a wider sample needs to be considered.

The other component which could be zero is the test identifying the proportion of passengers which are travelling in any hour when the average passenger wait (for all passengers) in that hour is greater than one minute. If both of these components are non-zero, then the remaining components of the index come into play. These are the peakiness factor, the seasonality factor, average passenger delay, and the latent demand factor. Average passenger delay is the total amount of time waited by all passengers in the sample, divided by the total number of passengers observed who entered taxis.

The seasonality factor allows for the undertaking of rank survey work in periods which are not typical, although guidance is that such periods should normally be avoided if possible particularly as the impact of seasons may not just be on the level of passenger demand, but may also impact on the level of supply. This is particularly true in regard to if surveys are undertaken when schools are active or not.

Periods when schools are not active can lead to more taxi vehicles being available whilst they are not required for school contract work. Such periods can also reduce taxi demand with people away on holiday from the area. Generally, use of taxis is higher in December in the run-up to Christmas, but much lower in January, February and the parts of July and August when more people are likely to be on holiday. The factor tends to range from 0.8 for December (factoring high demand level impacts down) to 1.2 for January / February (inflating the values from low demand levels upwards).

There can be special cases where summer demand needs to be covered, although high peaks for tourist traffic use of taxis tend not to be so dominant at the current time, apart from in a few key tourist authorities.

The peakiness factor is generally either 1 (level demand generally) or 0.5 (demand has a high peak at one point during the week). This is used to allow for the difficulty of any transport system being able to meet high levels of peaking. It is rarely possible or practicable for example for any public transport system, or any road capacity, to be provided to cover a few hours a week.

The latent demand factor was added following a court case. It comes from asking people in the on-street questionnaires if they have ever given up waiting for a taxi

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at a rank in any part of the area. This factor generally only affects the level of the index as it only ranges from 1.0 (no-one has given up) to 2.0 (everyone says they have). It is also important to check that people are quoting legitimate taxi rank waits as some, despite careful questioning, quote giving up waiting at home, which must be for a private hire vehicle (even if in taxi guise as there are few private homes with taxi ranks outside).

The ISUD index is the result of multiplying each of the components together and benchmarking this against the cut-off value of 80. Changes in the individual components of the index can also be illustrative. For example, the growth of daytime hour queueing can be an earlier sign of unmet demand developing than might be apparent from the proportion of people experiencing a queue particularly as the former element is based on any wait and not just that averaging over a minute. The change to a peaky demand profile can tend towards reducing the potential for unmet demand to be significant.

Finally, any ISUD value must be interpreted in the light of the sample used to feed it, as well as completely in the context of all other information gathered. Generally, the guide of the index will tend not to be overturned in regard to significant unmet demand being identified, but this cannot be assumed to be the case – the index is a guide and a part of the evidence and needs to be taken fully in context.

7.2 Calculation of ISUD variables

APD: The average delay is determined by calculating the total passenger delay as aggregate passenger delay minutes, then dividing by the total number of passengers, including those who did not suffer any delay. Factors are calculated as weekly equivalents by multiplying the Thursday results by 4 plus Friday, and Saturday data. The aggregate delays in passenger minutes was 414 minutes. If we divide by the total number of passengers observed, (6,772), the resultant average delay of 4 seconds equates to an APD value of 0.06 minutes. APD = 0.06

PF There was no sharp short term peak in demand on the days surveyed, which was several orders of magnitude greater than normal demand levels during other periods. Therefore the profile was deemed to be not highly peaked. The PF value is 1.0.

SSP Week day, daytime hours are deemed to be between 10.00 am and 6.00 pm. The data from Thursday and Friday observations was analysed to determine whether there were any occasions when passengers were delayed by more than one minute on average, at any rank. The calculated value was 3.7%., SSP value = 3.7

GID The percentage of taxi users travelling in hours where the average passenger delay exceeds one minute was assessed. Total passengers travelling in hours when the average passenger wait for all passengers exceeded one minute was 31, which equates to 0.5%. GID = 0.5

SF Due to the nature of these surveys it is not possible to collect information throughout an entire year to assess the effects of seasonality. Experience has suggested that taxi demand does exhibit a degree of seasonality

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and this is allowed for by the inclusion of a seasonality factor. The factor is set at a level to ensure that a marginal decision either way obtained in an “untypical” month will be reversed. This factor typically takes a value of 1 for surveys conducted in September to November and March to June, i.e. “typical” months. It takes a value of 1.2 for surveys conducted in January and February and the longer school holidays, where low demand the absence of contract work will bias the results in favour of the Hackney trade, and a value of 0.8 for surveys conducted in December during the pre-Christmas rush of activity. For this study, a factor of 1.0 is assumed. SF = 1.0

LDF Latent Demand Factor. This is derived from the public attitude interview survey results and provides a measure of the proportion of the public who have given up trying to obtain a taxi at either a rank or by flagging down. It is measured as 1+ proportion giving up waiting. The inclusion of this factor is a response to the latest DfT guidance requiring an estimate of latent demand. The latent demand factor was derived from face to face surveys and through the online surveys. The results from the face to face surveys are normally treated as the more robust indicator of latent demand. However, it is prudent to also consider the latent demand value obtained from the online survey as a sensitivity test. The latent demand value obtained from face to face surveys was 0% The latent demand value obtained from the online surveys was 19% LDF = 1.00 LDF (Sensitivity) = 1.19 The ISUD value was calculated as follows, using the variables derived for this study. ISUD = APD x PF x SSP x GID x SF x LDF ISUD = 0.06 x 1.0 x 3.7 x 0.5 x 1.0 x 1.00 = 0.1 ISUD (Sensitivity test) = 0.06 x 1.0 x 3.7 x 0.5 x 1.0 x 1.00 = 0.1

Where the ISUD value is less than 80, it is generally considered to be an indicator that there is no unmet demand for taxis which is significant. The ISUD result indicates that there is no significant unmet demand.

7.3 Consideration of wider factors.

The ISUD value of is an indicator that there is some unmet demand. However the value falls well below the level which would suggest that the level of unmet demand is significant. However, this should not be taken in isolation. Other available evidence should also be considered.

There was very little passenger queuing observed. The majority of demand is concentrated at the Railway Station ranks and as such, members of the public are unlikely to wait at unused or rarely used ranks and will walk to the Railway Station ranks if they wish to hire a Hackney Carriage. The Railway Station ranks are rarely left unattended by Hackney Carriages, hence, passengers rarely have to wait for a Hackney Carriage at the ranks.

The low calculated ISUD value and lack of significant passenger queueing suggests that there is no significant unmet demand.

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8 MYSTERY SHOPPER SURVEYS

8.1 Background

A series of mystery shopper surveys were undertaken in Tunbridge Wells in June 2019. The surveys consisted of:  An able bodied mystery shopper survey, undertaking short distance trips.  A wheelchair user mystery shopper survey.  An assistance dog mystery shopper survey, involving the carriage of a guide dog.  Hiring of private hire vehicles at the roadside, without pre-booking. The results of each of the mystery shopper surveys is summarised in this chapter.

8.2 Short distance journey mystery shopper surveys

A series of test purchases were undertaken by solo able bodied travellers, hiring Hackney Carriages for short distance trips. The surveys were undertaken over two days from the 25th to 26th June 2019. The surveys involved hires of both private hire vehicles and Hackney Carriages in Tunbridge Wells town.

One of the purposes of undertaking short distance test purchases, is to test for refusals to accept the fare. Refusals can occur if drivers have been waiting for extended periods at the rank and the prospect of a small fare as reward for the long wait, is unattractive. However, licensing conditions do not allow drivers to pick and choose such a fare purely on the grounds of the value of the fare.

There were no refusals to accept the hires undertaken and no reluctance expressed by any of the drivers. One driver appeared to have over charged for a journey by starting the meter on the wrong tariff.

The majority of hires were conducted as one would hope, with good levels of service. The drivers engaged with the surveyors satisfactorily and checked the location of the destinations given, as appropriate.

8.3 Wheelchair Mystery Shopper Surveys

A series of test purchases were undertaken by an accompanied wheelchair user. The surveys were undertaken over two days from the 25th to 26th June 2019. The surveys involved hires from the taxi ranks in Tunbridge Wells town and through private hire operators.

The wheelchair used was a collapsible self-propelled wheelchair which can be stored in the boot of a saloon car. Whilst test purchases were aimed primarily at obtaining wheelchair accessible licensed vehicles, these were not available for much of the time that the tests were undertaken. Therefore, non wheelchair accessible vehicles were also tested. A collapsible wheelchair was used for the tests. For the test purchases using wheelchair accessible vehicles, the surveyor remained in the wheelchair for boarding and alighting from the vehicle. For the non-wheelchair accessible vehicles, the surveyor agreed to move from the wheelchair to the vehicle, leaving the driver to collapse the wheelchair and put it in the boot of the vehicle. One Hackney Carriage which appeared to be wheelchair

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accessible was sampled. However, the driver offered no assistance with the wheelchair passenger, did not offer to deploy boarding ramps and tried to ignore the wheelchair bound passenger. In order to undertake the sample purchase, the wheelchair user had to get out of the wheelchair and board the vehicle. The wheelchair was folded by the person accompanying the wheelchair user and placed in the passenger compartment, along with the passengers. The driver was uncommunicative throughout the journey.

There were no refusals to accept the wheelchair hires.

Most of the test purchases undertaken were completed with good service from each driver, in terms of helping the surveyor into and out of the vehicle.

One of the issues sometimes faced when undertaking wheelchair mystery shopper surveys, is drivers starting the meter before boarding the wheelchair and don’t stop the meter until after the wheelchair passenger has been disembarked. None of the drivers surveyed started the meter until the vehicle was moving off the ranks and for each test purchase, the meter was stopped as soon as the vehicle arrived at the destination.

It became clear during the test purchase campaign that, whilst there are private hire operators who operate wheelchair accessible vehicles, these vehicles were rarely available to book for immediate hire. It may be that advance booking would be more likely to secure the service of a wheelchair accessible vehicle.

8.4 Assistance dog mystery shopper survey

The assistance dog mystery shopper survey was undertaken on the 26th June 2019. A visually impaired guide dog user undertook a series of test purchases around Tunbridge Wells town, from taxi ranks and from other locations through pre-booked hires.

For each hire, the visually impaired surveyor, with guide dog, was operating on their own to make the hire. However, a further surveyor, without visual impairment, was present, close by, for each hire, to check that the guide dog user was safe and to record the results of each test purchase, including the vehicle plate number for each licensed vehicle. Rank based hires were undertaken from the ranks on each side of the Railway Station. Pre-booked hires were undertaken by telephoning an operator and booking for immediate hire. For the pre-booked hires, a mixture of Hackney Carriages and Private Hire Vehicles arrived to service the bookings.

One of the hires gave cause for concern. A hire, from Sainsbury’s to Nuffield Hospital was booked through a private hire operator. The hire was fulfilled by a Hackney Carriage. The fare charged was £11.00, which seemed high, compared with similar journeys made the same day. It was not known if the taximeter in the Hackney Carriage was used during the hire, as the blind surveyor could not see one. However, the meter should have been switched on and the metered amount used to determine the maximum chargeable fare.

The customer service provided by all of the drivers hired during the test purchase campaign was good.

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8.5 Hiring a private hire vehicle without pre-booking

Throughout the survey campaign, the surveyors were on the lookout for private hire vehicles which were waiting at the side of the road or in car parks. If a vehicle was spotted waiting, then the surveyors would approach the vehicle and attempt to hire the vehicle for a short journey, without pre-booking through a booking office. The availability of waiting vehicles was generally low. However, three private hire vehicles were observed waiting and approached. All three vehicle drivers indicated that they could not take the passengers, unless they booked through the booking office.

8.6 Details of survey results

A total of twenty eight test purchases were made over the two days. A common feature to almost all of the purchases was that the driver number was not visible to the passenger.

The full details of dates times, locations and licence numbers of all surveys have been provided to the Senior Licensing Officer under separate cover.

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9 THE EQUALITY ACT 2010

9.1 The Equality Act 2010

Sections 160 to 173 of the Equality Act 2010 relate specifically to Hackney Carriages and Private Hire vehicles. A key provision relevant to this report is the requirement under section 161 that any authority with a limit on the number of hackney carriage vehicle licences should issue licences to wheel chair accessible vehicles (WAV) until an agreed percentage of the fleet were such WAV style.

Sections 160 to 173 did not come into force, when the act was initially implemented. Each section may be ‘commenced’ at a later date. As such, to date, section 161 has not yet come into force and there is not statutory percentage of the fleet which must be wheelchair accessible.

Sections 165 and 167 have subsequently come into force.

The key components of section 165 are as follows:  Taxi drivers cannot refuse hires from wheelchair users.  Taxis are prohibited from charging wheelchair-users an additional fare for a journey.  Drivers will be required to carry the passenger’s wheelchair if the wheelchair-user chooses to sit in a passenger seat during the journey.  Drivers will be obliged to take such steps as are necessary to ensure that the wheelchair-user is carried in safe and reasonable comfort.  Drivers must provide reasonable levels of mobility-assistance to the disabled passenger.

Section 167 relates to licensing authorities maintaining a list of accessible licensed vehicles.

There is likely to be little direct impact on the Council following commencement of sections 165 and 167. These relate primarily to the responsibilities of drivers of wheelchair accessible vehicles. The council are already aware of and have a list of wheelchair accessible vehicles and hence are likely to be compliant with section 167.

The Equalities Act places a legal duty on all service providers in Britain to make ‘reasonable adjustments’ to ensure that people are not prevented from using their services because they have a disability. When deciding whether an adjustment is reasonable, service providers can consider issues such as the cost of the adjustment, the practicality of making it, health and safety factors, the size of the organisation, and whether it will achieve the desired effect.

All transport providers and authorities have duties, for example, in relation to timetables, websites and infrastructure. Operators are obliged to make reasonable adjustments in the way they deliver their services to remove any barriers for disabled passengers, depending on the type of vehicles and the services they offer to the public.

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 52 LVSA www.lvsa.co.uk

Public authorities have an additional duty to actively promote equality (rather than simply avoid discrimination).

The duty is ‘anticipatory’; i.e. transport providers should expect that people with accessibility problems, such as disabled people, will be using their vehicles. They should consider what adjustments might be needed and put the necessary arrangements in place without waiting to be asked. However, they are not required to take any steps which would fundamentally alter the nature of their service, operation, trade, profession or business or where a change may compromise someone’s health or safety. The Act requires transport providers to take reasonable steps to:

 Change a policy, practice or procedure which makes it impossible or very difficult for a disabled person to get on or off a vehicle, or to use any services on the vehicle (for example, a buffet car),  Provide extra help or information to a disabled person so that they can get on, travel on and get off a vehicle or use any services on the vehicle.

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 53 LVSA www.lvsa.co.uk

RESPONSES TO DFT BEST PRACTICE GUIDANCE 2010

Annex A of the Best Practice Guidance (BPG) provides a list of useful questions to help assess the issue of quantity controls of Hackney Carriage licences. This chapter takes the form of a response to each question based on the evidence identified earlier in this report. BPG questions are shown in bold italic with responses following in normal type.

Have you considered the Government’s view that quantity control should be removed unless a specific case that such controls benefit the consumer can be made? This report has considered benefits which the retention of quantity control can provide.

Have you recently reviewed the need for your policy of quantity controls? Yes, this report forms a review of the need for the policy of quantity control of hackney carriages at this point in time in the Tunbridge Wells Borough Council area.

What form did the review of your policy of quantity controls take? This current review follows the DfT Best Practise Guidance April 2010 in undertaking a full review of the current situation in regard to the policy towards hackney carriage vehicle limits. It includes: • A review of the background policies of the Council • A rank survey program to identify current demand and supply • Public consultation with people in the streets of Tunbridge Wells • Stakeholder consultation with all groups recommended by the DfT Best Practise Guidance as far as people were available • Trade consultation with representatives of the trade

Who was involved in the review? This review was included direct discussion with the following respondents:  Representatives of elderly and disabled groups,  Visitor attractions,  Hotels and licenced premises,  Transport providers,  Police, fire and ambulance services  Local businesses.  Local supermarkets

What decision was reached about retaining or removing quantity controls? The decision regarding quantity controls is the subject of the final chapter of this report and is a matter for decision by the committee appointed to make such decisions on behalf of the Council.

Are you satisfied that your policy justifies restricting entry to the trade? The survey provides some justification for restricting entry and this forms part of the collection of material which is considered when deciding whether to retain a limit.

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 54 LVSA www.lvsa.co.uk

Are you satisfied that quantity controls do not: • Reduce the availability of taxis • Increase waiting times for consumers • Reduce choice and safety for consumers At the present time, there is a good availability of hackney carriages in the Borough, for the majority of time. Demand exceeds supply for relatively brief periods within the context of overall demand.

What special circumstances justify retention of quantity controls? The present operation adequately meets the needs of the majority of travellers requiring their service in the area.

How does your policy benefit consumers, particularly in remote rural areas? Some areas of Tunbridge Wells Borough can be classified as rural. However, none of these locations have taxi ranks and all tend to be served by private hire operations. Therefore, service in rural areas is generally unaffected by the policy relating to limiting hackney carriage numbers.

How does your policy benefit the trade? Retention of a limit would retain some added value of having a hackney carriage vehicle licence which would, in turn, encourage some investment in the trade. Removal of the limit could result in more part time working in the trade and fewer experienced professional drivers working in the trade.

If you have a local accessibility policy, how does this fit with restricting taxi licences? We are not aware of any local accessibility policy, and current evidence suggests the demand for wheel chair accessible vehicles is catered for by operators specialising in this sector of the market and servicing an established client base. Anecdotal evidence suggests that there is some unmet demand for wheelchair accessible vehicles. However, there is no evidence to suggest that removing the limit would address this unmet demand.

When did you last assess unmet demand? Unmet demand has been regularly reviewed, with this study preceded by earlier ones.

How is your taxi limit assessed? In all previous studies the limit has been assessed using industry standard techniques.

Have you considered latent demand, ie potential customers who would use taxis if more were available, but currently do not? Yes.

Are you satisfied that your limit is set at the correct level? This is a matter for decision by the Council committee based on evidence following in our summary. The results of the survey suggest that the current limit is sufficient to cater for demand at most times.

How does the need for adequate taxi ranks affect your policy of quantity controls?

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 55 LVSA www.lvsa.co.uk

The availability of rank space does not dictate the level of the limit applied, nor whether a limit should be retained.

When consulting, have you included all those working in the market, consumer and passenger (including disabled groups), groups which represent those passengers with special needs, local interest groups, eg hospitals or visitor attractions, the police, a wide range of transport stakeholders, eg rail/bus/coach providers and traffic managers? Yes, all appropriate consultees have been taken into account.

Do you receive representations about taxi availability? No representations have been received regarding general availability of taxis. However, representations have been made, regarding the availability of wheelchair accessible taxis.

What is the level of service currently available to consumers including other public transport modes? At the present time, rail, bus and licenced vehicle services in the area are generally considered to be good.

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 56 LVSA www.lvsa.co.uk

10 CONCLUSIONS AND RECOMMENDATIONS

10.1 Unmet demand

Analysis of the taxi rank survey data and consultation data indicate that there are generally sufficient Hackney Carriages available to cater for demand at all times, for most people. There was no persistent queueing observed. All passenger waiting observed consisted of isolated individual events when the number of passengers arriving at the Railway Station exceeded the available waiting Hackney Carriages for brief periods.

The level of latent demand was very low, with respect to the general public face to face responses. However, online responses indicated a higher level of latent unmet demand. Anecdotally, there is some latent demand for wheelchair accessible vehicles. The wheelchair user latent demand relates to difficulties faced by wheelchair users when attempting to make bookings for immediate hire and for advanced bookings for wheelchair accessible vehicles. When determining the level of latent demand for calculating the Index of Significant Unmet Demand, we need to consider the level of demand for the population as a whole. For the purposes of calculating the Index of Significant Unmet Demand, the level of latent demand is low.

The ISUD index calculation resulted in a zero value, which supports the assessment that there is no significant unmet demand.

10.2 Trade feedback

Feedback from the trade identified relatively few significant issues. Poor language skills of newer entrants to the trade was a commonly identified issue. It was also felt by some, that the level of customer service offered by some drivers was poor.

10.3 Public and stakeholder consultation issues

In general, the public and stakeholders appear content with Hackney Carriage services. It was, however, noted that there can be a wait for a licensed vehicle late at night, for pre-booked hires. There is some demand for improved services in locations outside Tunbridge Wells town.

Whilst most wheelchair users who regularly used wheelchair accessible licensed vehicles can book travel in advance, there are still some occasions when there are difficulties arranging travel. Experience from the mystery shopper surveys corroborates the position that whilst there are wheelchair accessible vehicles which can be booked through private hire operators, the availability for immediate hire tended to be poor.

10.4 Commentary on rank provision and use

The market for Hackney Carriages within Tunbridge Wells town is likely to be constrained by the concentration of supply at the Railway Station. Particularly during the day time. There is some demand for Hackney Carriages in other locations within Tunbridge Wells town. However, in order to establish a rank at a

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 57 LVSA www.lvsa.co.uk

location, such as, for example, near the junction of Calverley Road with Mount Pleasant Road, Hackney Carriages would need to wait at this location to ensure the rank was manned, to encourage use. However, this would take time and during this time, those drivers waiting at this location, may not earn as much from hires as those at the railway station ranks. It is unlikely that, even if a new rank were established, that sufficient drivers would man a new rank during the daytime, to enable it to become established. There is demand for passenger pickups at locations such as this and this demand is largely met by private hire vehicles.

The use of mobile phones to hire a licensed vehicle is increasing steadily. This market trend is generally addressed most readily by private hire operators. This appears to be the case in Tunbridge Wells. Public feedback suggests there is an appetite for more mobile app based booking systems to be available for use in Tunbridge Wells. Around the UK, there is a trend for Hackney Carriages to deal with shrinking market share of the licensed vehicle market, by subscribing to booking circuits to obtain more hires. This is likely to be the case in Tunbridge Wells in future years.

Whilst the trade response indicated that few of the vehicles in the Hackney Carriage fleet subscribe to booking circuits, it was observed through vehicle livery, and test purchases, that some Tunbridge Wells Hackney Carriages do obtain hires through booking offices and booking circuits.

The focus of public hire on the two railway station ranks during the day is likely to perpetuate consolidation of supply and limit scope for Hackney Carriages to capture additional market share. Current practice is likely to leave market growth to the private hire market.

Whilst the station ranks are likely to continue to capture the majority of the market share from arriving rail passengers, the likely growth in rail passengers through Tunbridge Wells is low. Meanwhile, increasing proportions of non-rail related demand, which currently use the station ranks, is likely to be captured by private hire service provision, which better meets the demand for town centre provision.

Night time attendance by Hackney Carriages at the ranks at the War Memorial, Church Street and informal ranking on the High Street at night, does appear to extend the Friday and Saturday night peak of demand for Hackney Carriages and enables Hackney Carriages to capture more of the market associated with the night time economy.

The total number of hires observed over the three days surveyed, was 2,322. If we divide this by the total number of Hackney Carriages (107), this equates to an average of around 22 hires per vehicle, or a little more than 7 hires per day. The volume of rank based hires is not sufficient, on its own, to sustain the number of Hackney Carriages in the fleet. Many Hackney Carriages obtain hires through additional means.

10.5 Recommendations

There is little evidence of unmet demand at present and the level is below that which would be considered to be significant. Therefore, the survey has concluded that there is no significant unmet demand for Hackney Carriages in Tunbridge Wells.

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 58 LVSA www.lvsa.co.uk

Whilst there are wheelchair accessible vehicles in the Hackney Carriage fleet, most wheelchair accessible licensed vehicles are hired by pre-booking. The council publishes a list of wheelchair accessible vehicles. However, there is no associated information regarding how the public may access these vehicles. For example, phone numbers or email addresses. If the Council were to publish contact details, along with the list of vehicles, with owner’s permission, then this may aid access to wheelchair accessible vehicles for visitors and regular users.

There is no significant unmet demand. Therefore, there is no compelling need to increase the number of Hackney Carriage Licences, on the basis of public benefit. Indeed, there are more than enough Hackney Carriages to meet rank based demand, as some rely on other means of hire to maintain income levels.

On this basis the authority has discretion in its hackney licensing policy and may either:

 Maintain the current limit,  Issue any number of additional plates as it sees fit,  Remove the numerical limit

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 59 LVSA www.lvsa.co.uk

APPENDIX A TAXI OBSERVATION RESULTS

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 60 LVSA www.lvsa.co.uk

Total Passengers

Hour beginning Church Road Pitcher and Piano War Memorial Mount Pleasant Road Paddock Wood Station Railway Station Vale Road Railway Station PleasantMount Road High Street Linden Park Road Sainsbury's Thursday 07:00 0 0 0 3 2 0 0 Thursday 08:00 0 0 0 8 8 0 0 Thursday 09:00 0 0 0 2 19 0 0 Thursday 10:00 0 0 0 0 13 0 0 Thursday 11:00 0 0 0 3 15 0 0 Thursday 12:00 0 0 0 1 12 0 0 Thursday 13:00 0 0 0 0 22 0 0 Thursday 14:00 0 0 0 0 22 0 0 Thursday 15:00 0 0 2 9 54 0 0 Thursday 16:00 0 0 3 0 46 0 0 Thursday 17:00 0 0 3 6 26 0 1 Thursday 18:00 0 0 2 26 58 0 0 Thursday 19:00 0 0 5 14 72 0 0 Thursday 20:00 0 0 2 9 42 0 0 Thursday 21:00 0 0 2 11 53 0 0 Thursday 22:00 0 0 6 48 54 0 0 Thursday 23:00 0 0 6 49 62 0 0 Friday 00:00 0 0 5 54 23 0 0 Friday 01:00 17 12 0 49 24 0 0 Friday 02:00 4 2 0 0 16 0 0 Friday 03:00 9 10 0 0 28 0 0 Friday 04:00 0 0 0 0 6 0 0 Friday 05:00 0 0 0 0 0 0 0 Friday 06:00 0 0 0 0 0 0 0 Friday 07:00 0 0 0 0 6 0 0 Friday 08:00 0 0 0 1 9 0 0 Friday 09:00 0 0 0 0 4 0 0 Friday 10:00 0 0 0 1 6 0 0 Friday 11:00 0 0 0 0 20 0 0 Friday 12:00 0 0 0 1 19 0 1 Friday 13:00 0 0 0 2 20 0 0 Friday 14:00 0 0 1 4 25 0 0 Friday 15:00 0 0 0 2 37 0 0 Friday 16:00 0 0 4 3 40 0 0 Friday 17:00 0 0 1 6 42 0 0 Friday 18:00 0 0 1 16 69 0 2 Friday 19:00 0 0 5 8 90 0 0 Friday 20:00 0 0 6 5 63 0 0 Friday 21:00 0 0 5 17 52 5 0 Friday 22:00 0 0 7 32 69 2 0 Friday 23:00 1 0 7 31 90 0 0 Saturday 00:00 6 2 13 50 60 3 0 Saturday 01:00 11 22 0 19 41 0 0 Saturday 02:00 35 31 0 0 27 0 0 Saturday 03:00 16 19 0 1 48 0 0 Saturday 04:00 0 0 0 0 4 0 0 Saturday 05:00 0 0 0 0 0 0 0 Saturday 06:00 0 0 0 0 1 0 0

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 61 LVSA www.lvsa.co.uk

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 62 LVSA www.lvsa.co.uk

Empty Hackney Carriages

Hour beginning Church Road Pitcher and Piano War Memorial Mount Pleasant Road Paddock Wood Station Railway Station Vale Road Railway Station Mount Pleasant Road High Street Linden Park Road Sainsbury's Thursday 07:00 0 0 1 0 1 0 0 Thursday 08:00 0 0 0 0 1 0 0 Thursday 09:00 0 0 0 4 0 0 0 Thursday 10:00 0 0 0 1 3 0 0 Thursday 11:00 0 0 0 1 1 0 0 Thursday 12:00 0 0 0 2 4 0 0 Thursday 13:00 0 0 0 2 0 0 0 Thursday 14:00 0 0 0 2 0 0 0 Thursday 15:00 0 0 0 2 3 0 0 Thursday 16:00 0 0 0 2 2 0 0 Thursday 17:00 0 0 0 1 1 0 0 Thursday 18:00 0 0 0 1 2 0 1 Thursday 19:00 0 0 1 5 2 0 0 Thursday 20:00 0 0 2 2 0 0 2 Thursday 21:00 0 0 1 1 0 0 0 Thursday 22:00 0 0 1 1 0 0 0 Thursday 23:00 2 0 1 4 0 1 0 Friday 00:00 0 0 2 1 0 0 0 Friday 01:00 0 0 0 1 3 0 0 Friday 02:00 0 0 0 0 0 0 0 Friday 03:00 2 0 0 0 2 0 0 Friday 04:00 0 0 0 0 3 0 0 Friday 05:00 0 0 0 0 1 0 0 Friday 06:00 0 0 0 0 1 0 0 Friday 07:00 0 0 0 0 0 0 0 Friday 08:00 0 0 0 0 2 0 1 Friday 09:00 0 0 0 1 2 0 0 Friday 10:00 0 0 0 2 3 0 0 Friday 11:00 0 0 0 1 2 0 0 Friday 12:00 0 0 0 3 3 0 0 Friday 13:00 0 0 0 1 2 0 0 Friday 14:00 0 0 1 2 2 0 1 Friday 15:00 0 0 0 2 1 0 0 Friday 16:00 0 0 0 0 4 0 0 Friday 17:00 0 0 0 0 2 0 0 Friday 18:00 0 0 1 2 3 0 0 Friday 19:00 0 0 1 0 3 0 0 Friday 20:00 0 0 0 0 3 0 0 Friday 21:00 0 0 2 4 2 0 0 Friday 22:00 4 0 0 0 0 0 0 Friday 23:00 2 0 0 2 0 0 0 Saturday 00:00 7 3 1 4 0 0 0 Saturday 01:00 0 0 0 5 0 1 0 Saturday 02:00 8 0 0 0 2 0 0 Saturday 03:00 0 2 0 0 2 0 0 Saturday 04:00 0 0 0 0 4 0 0 Saturday 05:00 0 0 0 0 2 0 0 Saturday 06:00 0 0 0 0 0 0 0

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 63 LVSA www.lvsa.co.uk

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 64 LVSA www.lvsa.co.uk

Hackney Carriages With Passengers

Hour beginning Church Road Pitcher and Piano War Memorial Mount Pleasant Road Paddock Wood Station Railway Station Vale Road Railway Station PleasantMount Road High Street Linden Park Road Sainsbury's Thursday 07:00 0 0 0 2 2 0 0 Thursday 08:00 0 0 0 3 8 0 0 Thursday 09:00 0 0 0 2 12 0 0 Thursday 10:00 0 0 0 0 10 0 0 Thursday 11:00 0 0 0 2 10 0 0 Thursday 12:00 0 0 0 1 11 0 0 Thursday 13:00 0 0 0 0 15 0 0 Thursday 14:00 0 0 0 0 19 0 0 Thursday 15:00 0 0 1 4 33 0 0 Thursday 16:00 0 0 2 0 30 0 0 Thursday 17:00 0 0 3 5 24 0 1 Thursday 18:00 0 0 2 19 48 0 0 Thursday 19:00 0 0 5 11 56 0 0 Thursday 20:00 0 0 2 7 37 0 0 Thursday 21:00 0 0 2 8 35 0 0 Thursday 22:00 0 0 5 37 38 0 0 Thursday 23:00 0 0 4 33 44 0 0 Friday 00:00 0 0 4 31 16 0 0 Friday 01:00 11 9 0 32 14 0 0 Friday 02:00 2 2 0 0 9 0 0 Friday 03:00 5 7 0 0 16 0 0 Friday 04:00 0 0 0 0 4 0 0 Friday 05:00 0 0 0 0 0 0 0 Friday 06:00 0 0 0 0 0 0 0 Friday 07:00 0 0 0 0 5 0 0 Friday 08:00 0 0 0 1 8 0 0 Friday 09:00 0 0 0 0 4 0 0 Friday 10:00 0 0 0 1 4 0 0 Friday 11:00 0 0 0 0 15 0 0 Friday 12:00 0 0 0 1 13 0 1 Friday 13:00 0 0 0 2 13 0 0 Friday 14:00 0 0 1 3 17 0 0 Friday 15:00 0 0 0 2 27 0 0 Friday 16:00 0 0 2 2 27 0 0 Friday 17:00 0 0 1 5 30 0 0 Friday 18:00 0 0 1 12 51 0 1 Friday 19:00 0 0 3 8 62 0 0 Friday 20:00 0 0 3 4 37 0 0 Friday 21:00 0 0 4 12 34 2 0 Friday 22:00 0 0 6 24 41 1 0 Friday 23:00 1 0 5 19 56 0 0 Saturday 00:00 4 2 8 33 39 2 0 Saturday 01:00 7 10 0 12 20 0 0 Saturday 02:00 20 14 0 0 14 0 0 Saturday 03:00 9 7 0 1 22 0 0 Saturday 04:00 0 0 0 0 3 0 0 Saturday 05:00 0 0 0 0 0 0 0 Saturday 06:00 0 0 0 0 1 0 0

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 65 LVSA www.lvsa.co.uk

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 66 LVSA www.lvsa.co.uk

Total Hackney Carriage Departures (With and without passengers)

Hour beginning Church Road Pitcher and Piano War Memorial Mount Pleasant Road WoodPaddock Station Railway Station Vale Road Railway Station PleasantMount Road High Street Linden Park Road Sainsbury's Thursday 07:00 0 0 1 2 3 0 0 Thursday 08:00 0 0 0 3 9 0 0 Thursday 09:00 0 0 0 6 12 0 0 Thursday 10:00 0 0 0 1 13 0 0 Thursday 11:00 0 0 0 3 11 0 0 Thursday 12:00 0 0 0 3 15 0 0 Thursday 13:00 0 0 0 2 15 0 0 Thursday 14:00 0 0 0 2 19 0 0 Thursday 15:00 0 0 1 6 36 0 0 Thursday 16:00 0 0 2 2 32 0 0 Thursday 17:00 0 0 3 6 25 0 1 Thursday 18:00 0 0 2 20 50 0 1 Thursday 19:00 0 0 6 16 58 0 0 Thursday 20:00 0 0 4 9 37 0 2 Thursday 21:00 0 0 3 9 35 0 0 Thursday 22:00 0 0 6 38 38 0 0 Thursday 23:00 2 0 5 37 44 1 0 Friday 00:00 0 0 6 32 16 0 0 Friday 01:00 11 9 0 33 17 0 0 Friday 02:00 2 2 0 0 9 0 0 Friday 03:00 7 7 0 0 18 0 0 Friday 04:00 0 0 0 0 7 0 0 Friday 05:00 0 0 0 0 1 0 0 Friday 06:00 0 0 0 0 1 0 0 Friday 07:00 0 0 0 0 5 0 0 Friday 08:00 0 0 0 1 10 0 1 Friday 09:00 0 0 0 1 6 0 0 Friday 10:00 0 0 0 3 7 0 0 Friday 11:00 0 0 0 1 17 0 0 Friday 12:00 0 0 0 4 16 0 1 Friday 13:00 0 0 0 3 15 0 0 Friday 14:00 0 0 2 5 19 0 1 Friday 15:00 0 0 0 4 28 0 0 Friday 16:00 0 0 2 2 31 0 0 Friday 17:00 0 0 1 5 32 0 0 Friday 18:00 0 0 2 14 54 0 1 Friday 19:00 0 0 4 8 65 0 0 Friday 20:00 0 0 3 4 40 0 0 Friday 21:00 0 0 6 16 36 2 0 Friday 22:00 4 0 6 24 41 1 0 Friday 23:00 3 0 5 21 56 0 0 Saturday 00:00 11 5 9 37 39 2 0 Saturday 01:00 7 10 0 17 20 1 0 Saturday 02:00 28 14 0 0 16 0 0 Saturday 03:00 9 9 0 1 24 0 0 Saturday 04:00 0 0 0 0 7 0 0 Saturday 05:00 0 0 0 0 2 0 0 Saturday 06:00 0 0 0 0 1 0 0

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 67 LVSA www.lvsa.co.uk

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 68 LVSA www.lvsa.co.uk

Proportion of Hackney Carriages departing empty

Hour beginning Church Road Pitcher and Piano War Memorial Mount Pleasant Road Paddock Wood Station Railway Station Vale Road Railway Station PleasantMount Road High Street Linden Park Road Sainsbury's Thursday 07:00 0% 0% 100% 0% 33% 0% 0% Thursday 08:00 0% 0% 0% 0% 11% 0% 0% Thursday 09:00 0% 0% 0% 67% 0% 0% 0% Thursday 10:00 0% 0% 0% 100% 23% 0% 0% Thursday 11:00 0% 0% 0% 33% 9% 0% 0% Thursday 12:00 0% 0% 0% 67% 27% 0% 0% Thursday 13:00 0% 0% 0% 100% 0% 0% 0% Thursday 14:00 0% 0% 0% 100% 0% 0% 0% Thursday 15:00 0% 0% 0% 33% 8% 0% 0% Thursday 16:00 0% 0% 0% 100% 6% 0% 0% Thursday 17:00 0% 0% 0% 17% 4% 0% 0% Thursday 18:00 0% 0% 0% 5% 4% 0% 100% Thursday 19:00 0% 0% 17% 31% 3% 0% 0% Thursday 20:00 0% 0% 50% 22% 0% 0% 100% Thursday 21:00 0% 0% 33% 11% 0% 0% 0% Thursday 22:00 0% 0% 17% 3% 0% 0% 0% Thursday 23:00 100% 0% 20% 11% 0% 100% 0% Friday 00:00 0% 0% 33% 3% 0% 0% 0% Friday 01:00 0% 0% 0% 3% 18% 0% 0% Friday 02:00 0% 0% 0% 0% 0% 0% 0% Friday 03:00 29% 0% 0% 0% 11% 0% 0% Friday 04:00 0% 0% 0% 0% 43% 0% 0% Friday 05:00 0% 0% 0% 0% 100% 0% 0% Friday 06:00 0% 0% 0% 0% 100% 0% 0% Friday 07:00 0% 0% 0% 0% 0% 0% 0% Friday 08:00 0% 0% 0% 0% 20% 0% 100% Friday 09:00 0% 0% 0% 100% 33% 0% 0% Friday 10:00 0% 0% 0% 67% 43% 0% 0% Friday 11:00 0% 0% 0% 100% 12% 0% 0% Friday 12:00 0% 0% 0% 75% 19% 0% 0% Friday 13:00 0% 0% 0% 33% 13% 0% 0% Friday 14:00 0% 0% 50% 40% 11% 0% 100% Friday 15:00 0% 0% 0% 50% 4% 0% 0% Friday 16:00 0% 0% 0% 0% 13% 0% 0% Friday 17:00 0% 0% 0% 0% 6% 0% 0% Friday 18:00 0% 0% 50% 14% 6% 0% 0% Friday 19:00 0% 0% 25% 0% 5% 0% 0% Friday 20:00 0% 0% 0% 0% 8% 0% 0% Friday 21:00 0% 0% 33% 25% 6% 0% 0% Friday 22:00 100% 0% 0% 0% 0% 0% 0% Friday 23:00 67% 0% 0% 10% 0% 0% 0% Saturday 00:00 64% 60% 11% 11% 0% 0% 0% Saturday 01:00 0% 0% 0% 29% 0% 100% 0% Saturday 02:00 29% 0% 0% 0% 13% 0% 0% Saturday 03:00 0% 22% 0% 0% 8% 0% 0% Saturday 04:00 0% 0% 0% 0% 57% 0% 0% Saturday 05:00 0% 0% 0% 0% 100% 0% 0% Saturday 06:00 0% 0% 0% 0% 0% 0% 0%

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 69 LVSA www.lvsa.co.uk

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 70 LVSA www.lvsa.co.uk

Average Hackney Carriage vehicle wait time at rank

Hour beginning Church Road Pitcher and Piano War Memorial Mount Pleasant Road Paddock Wood Station Railway Station Vale Road Railway Station PleasantMount Road High Street Linden Park Road Sainsbury's Thursday 07:00 0 0 0 5 4 0 0 Thursday 08:00 0 0 0 6 8 0 0 Thursday 09:00 0 0 0 7 14 0 0 Thursday 10:00 0 0 0 14 36 0 0 Thursday 11:00 0 0 0 21 39 0 0 Thursday 12:00 0 0 0 9 43 0 0 Thursday 13:00 0 0 0 9 23 0 0 Thursday 14:00 0 0 10 6 12 0 0 Thursday 15:00 0 0 16 3 9 0 0 Thursday 16:00 0 0 25 12 9 0 3 Thursday 17:00 0 0 23 15 28 0 8 Thursday 18:00 0 0 45 7 27 0 0 Thursday 19:00 0 0 14 8 11 0 0 Thursday 20:00 0 0 21 22 19 0 5 Thursday 21:00 0 0 18 3 27 0 0 Thursday 22:00 0 0 23 7 6 0 0 Thursday 23:00 0 0 18 11 8 0 0 Friday 00:00 17 19 3 16 12 0 0 Friday 01:00 22 21 0 21 25 0 0 Friday 02:00 32 28 0 0 21 0 0 Friday 03:00 39 24 0 0 22 0 0 Friday 04:00 0 0 0 0 18 0 0 Friday 05:00 0 0 0 0 21 0 0 Friday 06:00 0 0 0 0 9 0 0 Friday 07:00 0 0 0 0 2 0 0 Friday 08:00 0 0 0 0 2 0 0 Friday 09:00 0 0 0 21 24 0 0 Friday 10:00 0 0 0 25 55 0 0 Friday 11:00 0 0 0 55 52 0 0 Friday 12:00 0 0 0 37 23 0 4 Friday 13:00 0 0 0 35 23 0 0 Friday 14:00 0 0 5 8 26 0 0 Friday 15:00 0 0 23 19 18 0 0 Friday 16:00 0 0 55 6 6 0 0 Friday 17:00 0 0 0 2 19 0 0 Friday 18:00 0 0 16 3 10 0 0 Friday 19:00 0 0 12 8 3 0 0 Friday 20:00 0 0 29 15 15 0 0 Friday 21:00 0 0 30 31 26 0 0 Friday 22:00 3 0 11 6 13 0 0 Friday 23:00 3 0 6 4 2 0 0 Saturday 00:00 7 6 9 7 11 0 0 Saturday 01:00 22 22 0 13 18 0 0 Saturday 02:00 13 30 0 0 43 0 0 Saturday 03:00 18 24 0 0 21 0 0 Saturday 04:00 0 0 0 0 16 0 0 Saturday 05:00 0 0 0 0 5 0 0 Saturday 06:00 0 0 0 0 3 0 0

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 71 LVSA www.lvsa.co.uk

Hour beginning Church Road Pitcher and Piano War Memorial Mount Pleasant Road Paddock Wood Station Railway Station Vale Road Railway Station PleasantMount Road High Street Linden Park Road Sainsbury's Saturday 07:00 0 0 0 0 12 0 0 Saturday 08:00 0 0 0 0 19 0 0 Saturday 09:00 0 0 0 8 18 0 0 Saturday 10:00 0 0 0 14 11 0 0 Saturday 11:00 0 0 0 20 28 0 0 Saturday 12:00 0 0 0 15 22 0 0 Saturday 13:00 0 0 0 11 22 0 0 Saturday 14:00 0 0 0 8 20 0 0 Saturday 15:00 0 0 0 9 17 0 0 Saturday 16:00 0 0 12 30 29 0 4 Saturday 17:00 0 0 28 11 33 0 0 Saturday 18:00 0 0 11 11 24 0 0 Saturday 19:00 0 0 6 5 5 0 0 Saturday 20:00 0 0 16 8 15 0 0 Saturday 21:00 0 0 16 10 20 0 3 Saturday 22:00 4 0 3 3 18 0 5 Saturday 23:00 8 0 8 3 1 5 0 Sunday 00:00 5 1 7 2 1 1 0 Sunday 01:00 15 13 0 13 16 0 0 Sunday 02:00 20 23 0 0 19 0 0 Sunday 03:00 14 21 0 0 7 0 0 Sunday 04:00 0 0 0 0 26 0 0 Sunday 05:00 0 0 0 0 45 0 0 Sunday 06:00 0 0 0 0 61 0 0

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 72 LVSA www.lvsa.co.uk

Passenger waiting summary

Number of passengers who had to Percentage of all passengers who Hour Beginning wait for a taxi to arrrive had to wait Thursday 07:00 0 0% Thursday 08:00 0 0% Thursday 09:00 0 0% Thursday 10:00 0 0% Thursday 11:00 0 0% Thursday 12:00 0 0% Thursday 13:00 0 0% Thursday 14:00 0 0% Thursday 15:00 11 17% Thursday 16:00 5 10% Thursday 17:00 0 0% Thursday 18:00 1 1% Thursday 19:00 2 2% Thursday 20:00 0 0% Thursday 21:00 0 0% Thursday 22:00 0 0% Thursday 23:00 0 0% Friday 00:00 0 0% Friday 01:00 0 0% Friday 02:00 0 0% Friday 03:00 0 0% Friday 04:00 0 0% Friday 05:00 0 0% Friday 06:00 0 0% Friday 07:00 1 17% Friday 08:00 4 40% Friday 09:00 0 0% Friday 10:00 0 0% Friday 11:00 0 0% Friday 12:00 2 10% Friday 13:00 0 0% Friday 14:00 0 0% Friday 15:00 0 0% Friday 16:00 0 0% Friday 17:00 1 2% Friday 18:00 1 1% Friday 19:00 1 1% Friday 20:00 0 0% Friday 21:00 0 0% Friday 22:00 1 1% Friday 23:00 3 2% Saturday 00:00 3 2% Saturday 01:00 0 0% Saturday 02:00 0 0% Saturday 03:00 0 0% Saturday 04:00 0 0% Saturday 05:00 0 0% Saturday 06:00 0 0% Saturday 07:00 0 0% Saturday 08:00 0 0% Saturday 09:00 0 0% Saturday 10:00 0 0% Saturday 11:00 0 0% Saturday 12:00 0 0% Saturday 13:00 0 0% Saturday 14:00 0 0% Saturday 15:00 0 0% Saturday 16:00 0 0% Saturday 17:00 0 0% Saturday 18:00 0 0% Saturday 19:00 0 0% Saturday 20:00 0 0% Saturday 21:00 0 0% Saturday 22:00 3 3% Saturday 23:00 0 0% Sunday 00:00 12 9% Sunday 01:00 0 0% Sunday 02:00 0 0% Sunday 03:00 0 0% Sunday 04:00 0 0% Sunday 05:00 0 0% Sunday 06:00 0 0%

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 73 LVSA www.lvsa.co.uk

Average wait time for a taxi to arrive at the ranks [Minutes] (For passengers who had to wait) 25

0 Friday 01:00 Friday 04:00 Friday 07:00 Friday 10:00 Friday 13:00 Friday 16:00 Friday 19:00 Friday 22:00 Friday Sunday Sunday 01:00 Sunday 04:00 Saturday 01:00Saturday 04:00Saturday 07:00Saturday 10:00Saturday 13:00Saturday 16:00Saturday 19:00Saturday 22:00Saturday Thursday 07:00 Thursday 10:00 Thursday 13:00 Thursday 16:00 Thursday 19:00 Thursday 22:00 Thursday

Total passengers who had to wait for a taxi to arrive (aggregated across all ranks) 14 12 10 8 6 4 2 0 Friday 01:00 Friday 04:00 Friday 07:00 Friday 10:00 Friday 13:00 Friday 16:00 Friday 19:00 Friday 22:00 Friday Sunday Sunday 01:00 Sunday 04:00 Saturday 01:00Saturday 04:00Saturday 07:00Saturday 10:00Saturday 13:00Saturday 16:00Saturday 19:00Saturday 22:00Saturday Thursday 07:00 Thursday 10:00 Thursday 13:00 Thursday 16:00 Thursday 19:00 Thursday 22:00 Thursday

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 74 LVSA www.lvsa.co.uk

Percentage of all passengers, who had to wait for a taxi to arrive at the ranks 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Friday 01:00 Friday 04:00 Friday 07:00 Friday 10:00 Friday 13:00 Friday 16:00 Friday 19:00 Friday 22:00 Friday Sunday Sunday 01:00 Sunday 04:00 Saturday 01:00Saturday 04:00Saturday 07:00Saturday 10:00Saturday 13:00Saturday 16:00Saturday 19:00Saturday 22:00Saturday Thursday 07:00 Thursday 10:00 Thursday 13:00 Thursday 16:00 Thursday 19:00 Thursday 22:00 Thursday

Percentage of all passengers, who had to wait for a taxi to arrive at the ranks

Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 , 75 LVSA www.lvsa.co.uk